Technical Support Manager

WatersEdge Solutions; City Of London; Remote; GBP 80,000 - 100,000; Full time

Job summary

A leading RegTech SaaS company is seeking a Technical Support Manager to lead customer support operations. This senior-level role involves managing a multicultural team, driving service excellence, and improving support processes. Ideal candidates will have extensive experience in customer support, strategic leadership skills, and a technical background in SaaS environments. The position is fully remote and offers competitive compensation.

Benefits

Flexible work environment

Competitive salary

Global team engagement

Qualifications

• 7+ years in customer support, including 2+ years in management.
• Deep understanding of SaaS support operations and QA.
• Ability to analyze support metrics and drive improvements.

Responsibilities

• Manage global support operations and monitor key performance metrics.
• Lead a multicultural team and oversee escalated customer issues.
• Collaborate with product and engineering teams to relay customer insights.

Skills

Customer support experience

Team leadership

SaaS operations knowledge

Communication in English

Communication in Arabic

Education

Bachelor’s or Master’s in Computer Science or Engineering

Tools

Freshdesk

Zendesk

HubSpot

Job description

Overview

Location: Fully Remote
Employment Type: Full-Time
Industry: B2B SaaS | RegTech | Customer Support

WatersEdge Solutions is partnering with a fast-growing RegTech SaaS company to recruit an experienced Technical Support Manager to lead global customer support operations. This is a senior-level, hands-on opportunity to drive service excellence, team performance, and customer satisfaction across a multicultural, fully remote support team.

What You’ll Do

Reporting to the CTO, you’ll manage end-to-end support operations, lead a global team, and ensure delivery of best-in-class service to enterprise clients. You\'ll oversee escalations, performance metrics, and the continuous optimisation of support processes. This role blends strategic leadership with technical acumen, offering the opportunity to shape a scalable, high-performing support environment.

Responsibilities

• Manage daily global support operations and monitor SLA, FCR, CSAT, and audit metrics
• Recruit, coach, and lead a multicultural team of customer support specialists
• Oversee escalated issues and act as the senior escalation point for high-value customers
• Maintain and improve internal documentation, SOPs, and operational playbooks
• Ensure global shift coverage, especially across Arabic and English-speaking regions
• Work cross-functionally with product, engineering, and sales teams to relay customer insights
• Drive automation, self-service tools, and innovation within the support function
• Analyse feedback and support metrics to inform strategy and improve outcomes

Qualifications

• Bachelor’s or Master’s in Computer Science, Engineering, or related field
• 7+ years of experience in customer support, with 2+ years in a management role
• Deep understanding of SaaS support operations, performance tracking, and QA
• Experience with support ticketing platforms (Freshdesk, Zendesk, HubSpot)
• Strong communication skills in English and Arabic (both written and verbal)
• Proven ability to manage escalations, handle high-value clients, and lead teams globally
• Technical proficiency in API/SDK troubleshooting and documentation management
• Data-driven mindset with experience interpreting support analytics

Nice to Have

• Experience supporting clients in regulated industries (e.g., fintech, crypto, mobility)
• Familiarity with product support documentation, integration guides, and DevOps collaboration
• Previous exposure to global SaaS scaling environments

What’s On Offer

• Fully remote, flexible work environment
• High-impact leadership role with cross-functional collaboration
• Competitive salary and global team engagement
• Opportunity to shape a best-in-class support function in a fast-growth SaaS company

Company Culture

WatersEdge Solutions works with clients pushing boundaries in tech and compliance. You’ll join a mission-driven team dedicated to innovation, global collaboration, and customer success. If you thrive in fast-paced environments where your leadership makes a measurable impact, this is your platform to grow.

If you have not been contacted within 10 working days, please consider your application unsuccessful.