Technical Customer Support Manager

TL;DR

Technical Customer Support Manager: Leading a team of up to 15 technical support representatives to deliver exceptional service and resolve complex customer issues with an accent on performance management and process optimization. Focus on coaching team members, driving cross-functional collaboration, and enhancing customer satisfaction through data-driven strategies.

Location: Leeds

Company

hirify.global is a global leader in risk and asset management data and software solutions for the automotive and insurance industries.

What you will do

• Motivate and lead a team of up to 15 technical support representatives by setting clear objectives and providing regular feedback.
• Oversee daily operations to ensure customer inquiries are handled promptly and effectively.
• Provide coaching and mentorship to identify skill gaps and enhance individual and team performance.
• Serve as a liaison between the support team and cross-functional departments to facilitate problem resolution and product improvements.
• Monitor team performance against key metrics and prepare reports for senior management.
• Review and refine support processes to increase operational efficiency and productivity.

Requirements

• 3-4 years of proven experience in a technical support leadership or supervisory role.
• Strong understanding of customer service principles and commitment to empathetic support.
• Demonstrated ability to deliver against SLAs and KPIs.
• Proficiency in monitoring performance metrics and analyzing data for continuous improvement.
• Strong verbal and written communication skills in English.
• Familiarity with customer support tools and CRM systems.

Culture & Benefits

• Opportunity to work in a global company active in over 90 countries.
• Focus on professional development through coaching and mentorship.
• Collaborative environment that encourages open communication and knowledge-sharing.
• Exposure to industry-leading software and machine learning technologies.