Technical Support Manager

JR United Kingdom; London; Hybrid; GBP 75,000 - 100,000; Full time

Job summary

A global market-leading AI company is seeking a Technical Support Manager to lead their support team while providing world-class customer service. The role involves managing the team, ensuring efficient processes, and acting as a key liaison across various business functions. Ideal candidates will have substantial support experience along with a strong technical background.

Benefits

Healthcare

Laptop

Bonus Days off

Hybrid working

Qualifications

• 2+ years of relevant management experience, ideally in a high-growth or SaaS company.
• Experience communicating with technical and senior management is essential.
• Strong enthusiasm for innovation in the AI field is preferred.

Responsibilities

• Manage the Technical Support team, overseeing the entire customer support process.
• Champion the use of technology to scale support for a fast-growing company.
• Act as a point of escalation, liaising and troubleshooting with customers as needed.

Skills

Interpersonal skills

Communication skills

Leadership

Problem-Solving

Education

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

Job description

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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 to 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 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 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 Technical Support team with oversight of the entire customer support process
• Ensure the Support team is scaling to meet the requirements of a fast-growing company; champion the use of technology internally to meet our growing demands
• Prioritize 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