Technical Support Manager

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

Job summary

A leading global AI company is looking for a Technical Support Manager to lead their support team in a hybrid role. This position involves managing customer support processes and ensuring team effectiveness in a high-paced environment. Candidates must have a relevant degree and management experience, demonstrating excellent interpersonal and communication skills.

Benefits

Healthcare

Laptop

Bonus Days off

Hybrid working

Qualifications

• Extensive experience in a support role with management experience in a high-growth or SaaS company.
• Excellent verbal and written communication skills.
• Ability to liaise with technical teams and management.

Responsibilities

• Manage the Technical Support team and oversee the entire customer support process.
• Champion the use of internal technology to meet demands as the team scales.
• Prioritize customer issues and act as an escalation point.

Skills

Interpersonal skills

Communication skills

Team leadership

Customer support management

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. Having raised significant funding during a recent Series C round in 2024, they are 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, handling minor issues directly, and escalating more technical problems as needed.

The Technical Support Manager will be a confident leader, acting as a point of escalation for customers, liaising across commercial, customer-facing, and technical teams, and managing a global team in a fast-paced environment.

Responsibilities

• Manage the Technical Support team overseeing the entire customer support process
• Ensure the support team scales effectively with company growth; champion the use of internal technology to meet demands
• Prioritize customer issues across strategic accounts and the entire customer base; act as escalation point, troubleshoot, and liaise with customers as required
• Operate a data-informed support function, reporting directly to management on team activities

Requirements

• Bachelor's or Master's degree in a scientific, technical, or engineering discipline, with a 2:1 or above
• Extensive support experience, including at least 2+ years of relevant management experience, preferably in a high-growth or SaaS company
• Experience communicating with technical teams 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