Technical Support Manager - B2B SaaS

We are seeking a Technical Support Manager to lead customer support for a leading RegTech SaaS company serving banking, fintech, and compliance sectors. The role involves managing a team, implementing processes, and improving customer satisfaction. Collaboration with engineering and product teams is key to resolve issues and enhance product experience.

Requirements

• Lead and manage the technical support team
• Develop and implement support processes
• Monitor support tickets and prioritize workloads
• Collaborate with engineering, product, and QA teams
• Track and report on support KPIs
• Implement and optimize support tools
• Drive continuous improvement in support efficiency
• Represent the voice of the customer