Position Overview

We are seeking a passionate and experienced Technical Support Manager to join our EMEA technical support team. The ideal candidate will bring 3-5 years of technical support management experience, a strong operational understanding, and a drive to foster change and develop people. This role demands an ability to coach for performance, manage escalations, and excel in a fast-paced environment while maintaining exceptional customer communication and soft skills.

Key Responsibilities:

• Operational Excellence: Oversee daily operations of the EMEA technical support team, ensuring efficient and effective resolution of customer issues.
• Change Leadership: Drive continuous improvement initiatives and implement changes to enhance support processes and customer satisfaction.
• People Development: Mentor, coach, and develop team members to achieve their full potential and foster a collaborative, high-performing team culture.
• Performance Coaching: Provide regular feedback and coaching to team members to improve performance and achieve team goals.
• Customer Communication: Maintain a customer-centric approach, ensuring timely and high-quality support for all customer inquiries and technical issues, with a focus on clear and effective communication.
• Escalation Management: Handle complex and high-priority customer escalations, ensuring prompt and satisfactory resolution.
• Cross-functional Collaboration: Work closely with engineering, sales, and product management teams to address customer needs and provide feedback for product enhancements.
• Performance Monitoring: Track and analyze team performance metrics, identifying areas for improvement and implementing corrective actions as needed.

• 3-5 years of experience in technical support management, preferably within the technology or cloud industry.
• Operational Understanding: Strong understanding of technical support operations, including incident management, problem resolution, and customer service best practices.
• Change Advocate: Proven ability to drive change and implement process improvements in a dynamic environment.
• Leadership: Exceptional people management skills, with a track record of developing and motivating teams.
• Performance Coaching: Demonstrated ability to coach for performance and provide constructive feedback.
• Communication: Excellent verbal and written communication skills, with a proven record of effective customer communication and soft skills.
• Escalation Management: Experience in managing and resolving customer escalations effectively.
• Problem-Solving: Strong analytical and problem-solving abilities, with a focus on delivering practical and efficient solutions.
• Adaptability: Ability to work effectively in a fast-paced environment, managing multiple priorities and adapting to changing demands.
• Customer Orientation: A deep commitment to providing outstanding customer service and building strong customer relationships.