Technical Support Manager

ZipRecruiter; London; Hybrid; GBP 75,000 - 100,000; Full time

Job summary

A leading AI company in Central London is looking for a Technical Support Manager to lead their Support Team. This role combines team leadership with providing world-class customer support in a fast-paced environment. Candidates should have a strong background in technical support management and be comfortable liaising between technical teams and customers.

Benefits

Healthcare

Laptop

Bonus Days off

Hybrid working

Qualifications

• Bachelor’s or Master’s degree with 2:1 or above.
• 2+ years of relevant management experience in a SaaS environment.
• Strong communication skills with technical and senior management.

Responsibilities

• Manage the Technical Support team and customer support process.
• Champion technology to scale the support function.
• Act as point of escalation for customers and strategic accounts.

Skills

Communication

Team Leadership

Interpersonal Skills

Problem Solving

Education

Bachelor's or Master's degree in a scientific, technical or engineering discipline

Job description

Job Description

Technical Support Manager

Sector - Artificial Intelligence, Technology, SaaS

Location - Central London / Hybrid

Salary & Benefits - £75,000 to £100k (Depending on experience) + benefits (Healthcare, Laptop, Bonus Days off, Hybrid working)

Job Type - Technical Support, Management, Full-time, Permanent

A global market-leading AI company, is seeking a Technical Support Manager join their dynamic and growing Support Team. Growing at a rapid pace and having raised a significant amount during a recent Series C funding round in 2024, they have been recognized internationally as an AI powerhouse.

The Technical Support Manager role combines excellent team leadership with the systems thinking to provide streamlined, world class customer support.

The Technical Support team acts as the first response to customer issues, managing tickets from start to finish, dealing with minor issues themselves and ensuring that more technical problems receive adequate oversight.

The Technical Support Manager will be a confident leader, acting as a point of escalation for our customers, a liaison across commercial, customer-facing and technical sides of the business who feels comfortable in a dynamic, fast-paced environment managing a global team.

Responsibilities

- Manage the TechnicalSupport team with oversight of the entire customer support process

- Ensure the Support team is scaling to meet the requirements of a fast-growing company; an champion of using technology internally to meet our growing demands

- Prioritise customers and issues, across strategic accounts and the entire customer base; act as an escalation point, liaise and troubleshoot with customers as required

- Run a data-informed support function, reporting directly to management on the actions of the team

Requirements

- Bachelor's or Master's degree in a scientific, technical or engineering discipline, with a 2:1 or above.

- Extensive support experience, including ideally 2+ years of relevant management experience, preferably in a high-growth and/or SaaS company

- Experience communicating with both technical and senior management

- Excellent interpersonal and communication skills, both verbal and written

- Enthusiasm for innovation, experimentation and self-development in the field of legal AI