Technical Customer Support Manager

TL;DR

Technical Customer Support Manager: Lead a team of up to 15 Technical Support Representatives to troubleshoot technical issues and deliver exceptional customer support with an accent on team motivation, coaching, and performance management. Focus on overseeing operations, collaborating cross-functionally, monitoring metrics, and improving support processes for enhanced efficiency and customer satisfaction.

Location: Leeds

Company

Global leader in risk and asset management data and software solutions for the automotive and insurance ecosystem, active in over 90 countries.

What you will do

• Motivate team by setting objectives, providing feedback, and conducting performance reviews.
• Foster collaboration and knowledge-sharing through regular team meetings.
• Identify skill gaps and deliver targeted training and mentorship.
• Oversee daily support operations, ensuring prompt handling of inquiries and high standards for complex cases.
• Collaborate with cross-functional teams to resolve issues and drive product improvements via customer feedback.
• Monitor performance metrics, prepare reports, and implement strategies for continuous improvement.
• Review and streamline support processes to boost efficiency.

Requirements

• 3-4 years in Technical Support leadership or supervisory role, delivering against SLAs and KPIs
• Strong interpersonal and communication skills for team culture and cross-functional collaboration.
• Customer service expertise with empathetic support and handling inquiries.
• Analytical skills for performance metrics and data-driven improvements.
• Familiarity with customer support tools and CRM systems.
• Good command of English (spoken and written)
• Adaptability and problem-solving in fast-paced environment.

Culture & Benefits

• Collaborative environment emphasizing open communication and continuous improvement.
• Focus on service excellence, customer satisfaction, and team development.