Technical Support Manager - B2B SaaS

We are seeking a Technical Support Manager to lead a customer support function for a leading RegTech SaaS company. The role focuses on ensuring clients receive timely and effective support for technical and product issues. This includes team leadership, process implementation, and collaboration with product and engineering teams. Success will be measured by KPIs like response time and customer satisfaction.

Requirements

• Lead and manage the technical support team, including hiring, training, and performance management.
• Develop and implement support processes, SLAs, and escalation paths.
• Monitor support tickets, prioritize workloads, and ensure adherence to response and resolution timelines.
• Collaborate with engineering, product, and QA teams.
• Track and report on support KPIs.
• Implement and optimize support tools and systems.
• Drive continuous improvement in support efficiency and customer experience.
• Represent the voice of the customer.
• Strong knowledge of SaaS platforms, APIs, cloud infrastructure, and web technologies.