Technical Customer Support Manager

Leadership Skills: 3-4 years of proven experience in a Technical Support leadership or supervisory role, demonstrating the ability to motivate a team and delivering against SLAs and KPIs. Strong interpersonal skills to foster a positive team culture.

3-4 years of proven experience in a Technical Support leadership or supervisory role, demonstrating the ability to motivate a team and delivering against SLAs and KPIs.

Strong interpersonal skills to foster a positive team culture.

Customer-Centric Focus: Understanding of customer service principles and a commitment to delivering empathetic support. Experience in handling customer inquiries and supporting team members.

Understanding of customer service principles and a commitment to delivering empathetic support.

Experience in handling customer inquiries and supporting team members.

Collaborative Mindset: Ability to communicate and collaborate with cross-functional teams effectively. Advocate for customer feedback to drive improvements.

Ability to communicate and collaborate with cross-functional teams effectively.

Advocate for customer feedback to drive improvements.

Analytical Skills: Familiarity with performance metrics and a track record of monitoring team performance. Ability to analyse data to implement strategies for continuous improvement.

Familiarity with performance metrics and a track record of monitoring team performance.

Ability to analyse data to implement strategies for continuous improvement.

Communication Skills: Strong verbal and written communication skills to convey information clearly. Confidence in preparing performance reports for management.

Strong verbal and written communication skills to convey information clearly.

Confidence in preparing performance reports for management.

Technical Proficiency: Familiarity with customer support tools and CRM systems to assist the team effectively.

Familiarity with customer support tools and CRM systems to assist the team effectively.

Adaptability and Problem-Solving Skills: Flexible mindset capable of adapting to changing priorities in a fast-paced environment. Strong problem-solving abilities to address team challenges.

Flexible mindset capable of adapting to changing priorities in a fast-paced environment.

Strong problem-solving abilities to address team challenges.

Language Skills: Good command of English (both spoken and written) to communicate effectively with diverse customers and stakeholders. Any additional language is a plus.

Good command of English (both spoken and written) to communicate effectively with diverse customers and stakeholders. Any additional language is a plus.

It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.