Technical Support Team Manager

About the role

As Customer Support Team Lead, you will own both operational delivery and strategic improvement initiatives within the Customer Support function. You will lead a high‑performing team while staying hands‑on, supporting customer requests and driving service excellence.

Key responsibilities

• Lead, develop and inspire the Customer Support team to deliver exceptional experiences and meet performance objectives.
• Own day‑to‑day delivery of support services, ensuring enquiries, incidents, complaints and escalations are handled within agreed service levels.
• Drive a customer‑first culture focused on quality, responsiveness and continuous improvement.
• Manage operational performance using KPIs, reporting, workforce planning and performance management.
• Oversee incident and escalation management, coordinating communication and resolution.
• Use customer feedback and trend analysis to identify opportunities to improve experience and reduce effort.
• Build and maintain effective relationships with internal stakeholders such as Product, Technology, Sales and CRM teams.
• Ensure compliance with company policies, regulatory requirements and quality standards.

Required profile

• Proven experience leading teams and driving operational performance in a customer‑support environment.
• Strong analytical and organisational abilities with a track record of using data to improve processes.
• Excellent communication skills, capable of influencing stakeholders at all levels.
• Experience managing customer issues, incidents, complaints and escalations effectively.
• Commitment to collaboration, accountability and continuous improvement.
• Passion for delivering excellent customer service and outcomes.