Technical Support Team Manager
Core
Lead a high-performing Customer Support team to deliver exceptional customer experiences, manage operational delivery, and drive continuous service improvement.
Role type
Senior IC Customer Support Team Manager
Builds
Customer support services, incident management, and customer experience initiatives
Domain
Financial services / Risk solutions / Customer support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, operational performance management, incident and escalation management, stakeholder relationship management, KPI and data analysis, process improvement
Preferred skills
Customer-first culture advocacy, collaboration, accountability, innovation
Technologies
Ticketing systems, KPI reporting tools, operational data platforms
Responsibilities
Lead and develop the Customer Support team to achieve operational objectives; Own day-to-day delivery of support services including enquiries, incidents, and complaints; Drive a customer-first culture prioritizing quality and responsiveness; Manage operational performance through KPIs, reporting, and workforce planning; Lead management of customer-impacting incidents and escalations; Utilize operational data to identify improvement opportunities; Develop relationships with internal stakeholders including Product, Technology, and Sales
Seniority
Senior, hands-on IC
