Regional Technical Support Delivery Manager

ZipRecruiter; Metropolitan Borough of Solihull; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading technology company is seeking a people-first leader to manage the UK Technical Support team in Solihull. This role focuses on delivering exceptional customer service while running a B2B support function. The ideal candidate will have over 5 years of experience in leadership roles and a strong understanding of customer service operations. Competitive benefits include a pension scheme, private medical insurance, and opportunities for professional growth. The position operates on a hybrid model, requiring 3 days in the office.

Benefits

Pension Scheme

Private medical and dental insurance

Health & Wellness Reimbursement Program

Unpaid sabbatical leave

Career & Personal Development Program

Discount programs

Qualifications

• 5+ years' experience in leading customer-facing support or service delivery teams.
• Strong background in B2B customer service operations.
• Ability to manage escalations and communicate effectively with customers.

Responsibilities

• Manage the UK Technical Support team in Solihull.
• Deliver timely, high-quality responses to customers and partners.
• Run a global B2B support function and balance workloads.

Skills

Leadership

B2B Customer Service Operations

Escalation Management

Communication

Team Development

Tools

CRM Platforms

Job description

Your new company

From the very beginning, this organisation 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. Together, they're building a culture that values personal and professional growth, and we're proud to be recognised as a Great Place to Work. They care about work/life balance and flexibility for their employees, and they're proud of how they show up for their 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.

Your new role

We're looking for a people-first leader to manage our UK Technical Support team in Solihull. You'll run the day-to-day support operation for the region, making sure we deliver timely, high-quality responses to customers and partners. This role is about leading people and operations more than hands-on technical troubleshooting. You don't need to be an engineer, but you should understand how to run a global B2B support function, balance workloads, manage escalations, and motivate a team to deliver excellent customer experiences. 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.

What you’ll need to succeed

• 5+ years' experience leading
• Customer-facing support or service delivery teams, ideally within SaaS or enterprise technology
• Strong background in B2B customer service operations (not necessarily technical)
• Confidence managing escalations and major incidents, including direct customer communications
• Sound understanding of support operations and service management practices (ITIL awareness a plus)
• Comfortable using CRM/support platforms
• Proven ability to lead and develop people, with a fair and transparent approach
• Calm under pressure, positive about change, and able to create clarity in ambiguous situations.

What you’ll get in return

• Pension Scheme
• Private medical and dental insurance
• Health & Wellness Reimbursement Program
• Unpaid sabbatical leave
• Educational Resources - Career & Personal Development Program
• Various discount programs (ie travel, virtual exercise classes, etc.)
• Many opportunities to learn, excel and grow your career!

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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