Regional Technical Support Manager

Euro London Appointments

  • Solihull, West Midlands
  • £52,200 per year
  • Permanent
  • Full-time
  • 8 days ago
  • Apply easily
Are you looking for your next SaaS or CRM Support Team leadership challenge ?Eager to drive the success of a talented UK team supporting clients across EMEA ?If so, why not read on ?From the very beginning, our client’s company had a unique vision: to offer a different kind of customer relationship management (CRM) software. They pioneered a solution that easily adapts to customer needs, and now, more than two decades later, they’re on a mission to help sales teams reach their highest potential.Their diverse team around the world shares a passion for helping customers succeed.Together, they’re building a culture that values personal and professional growth—and they’re proud to be recognized as a Great Place to Work.Our client cares about work/life balance and flexibility for our employees, and they're proud of how we show up for our customers every day. If you're looking to level up your career and help businesses grow better and faster, you’re in the right place. Learn more about our careers and how you can be part of their UK and global expansion journey.About the RoleOur client is hiring a Regional Technical Support Delivery Manager to lead frontline support execution across your designated region. This role is foundational to their support delivery strategy—ensuring timely, high-quality technical support through clear operational oversight, team performance management, and hands-on execution.As a Delivery Leader, you will manage a team of Technical Support Specialists and Senior Technical Support Specialists. You will be accountable for support availability, performance, and customer experience in your region, driving measurable improvements in key metrics such as case resolution time, SLA adherence, escalations, and customer satisfaction. You’ll also work closely with your global peers, Product, and Support Operations to continuously raise the bar on operational excellence and user outcomes.This role operates on a hybrid model, with a mix of remote work and in-office collaboration at our Solihull location, specifically, working in-office 3 days per week.Impact you will make in the role:
  • Own daily support execution for your region, ensuring consistent performance against operational goals and SLAs
  • Manage and optimize staff coverage, team availability, and queue balancing in collaboration with Support Operations and Workforce Planning
  • Ensure each team member is accountable for owning cases end-to-end and delivering high-quality, timely support, with appropriate handoffs for complex escalations
  • Lead, coach, and develop a team of frontline support specialists and senior specialists, reinforcing a culture of ownership, rigor, and delivery
  • Monitor and improve case handling efficiency, FRT, resolution time, and overall support quality
  • Conduct regular 1:1s, coaching sessions, and performance reviews with clarity and transparency
  • Implement and reinforce global support workflows, documentation practices, SOPs, and case management standards
  • Partner with Support Operations to adopt and roll out new tools, QA standards, and enablement programs across the team
  • Drive continuous improvements in case flow efficiency, escalation prevention, and internal collaboration
  • Serve as an accountable point of contact for customer escalations within your region, ensuring visibility, timely action, and clear internal coordination
  • Elevate the voice of the customer through clear documentation of pain points and feedback loops with Product and Engineering
  • Support implementation readiness and customer transitions in partnership with other cross-functional teams
What you will bri

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