Technical Support Manager (AI)

Location: Hybrid in London, United Kingdom

Company

AI-native commerce infrastructure connecting backend operations with storefront experiences for global brands.

What you will do

• Own technical readiness across all products for launches, product changes, and increased scale.
• Set standards for troubleshooting, root-cause analysis, resolution quality, and technical decision-making.
• Partner with Product and Engineering on readiness reviews, roadmap impact, risk identification, and durable resolutions.
• Own high-severity, high-visibility, and executive technical escalations across products and regions.
• Define prioritisation frameworks and consistent processes for incidents, escalations, and cross-team communication.
• Support a follow-the-sun operating model and improve tooling, workflows, metrics, and post-incident learning.

Requirements

• Experience managing, coaching, and developing Technical Support team members as the organisation scales.
• Ability to establish ownership, expectations, career progression, and operational standards within Technical Support.
• Experience using data and trends to monitor queue health, identify systemic issues, anticipate risk, and inform decisions.
• Experience partnering with Support Operations, Product, and Engineering on support processes and automations.
• Ability to ensure AI-supported workflows meet customer trust, security, and compliance requirements.

Nice to have

• Experience in ecommerce, logistics, or post-purchase platforms.
• Experience operating global or follow-the-sun support teams.
• Familiarity with AI copilots, LLM-powered knowledge bases, or automated incident detection.
• Experience in a scale-up or hyper-growth environment.

Culture & Benefits

• Hybrid work environment based in London.
• Culture focused on clarity, creativity, shared ownership, diversity, and equality.
• Opportunity to work across products, regions, and teams on global commerce infrastructure.