Technical Support Manager — Customer Experience Leader

Kidde Global Solutions; Województwo pomorskie; Hybrid; PLN 306,000 - 481,000; Full time

Benefits offered by this job

Competitive salary

Annual performance bonus

Career development opportunities

Job summary

Kidde Global Solutions is seeking a Technical Support Manager to lead Tier 1 and Tier 2 teams across Poland (Gdansk), France (Paris), Belgium (Brussels), and the Netherlands (Weert). The role requires coordinating case management, escalations, and cross-functional collaboration to deliver exceptional customer experiences in a hybrid work environment.

You will manage performance, develop teams, and drive continuous improvement through data-driven KPIs, SOPs, and automation initiatives while

Qualifications

• Fluent English required.
• Experience managing Technical Support teams (L1/L2).
• Strong leadership with cross-functional coordination.
• Deep understanding of case management, escalation management, and service delivery operations.
• Experience with CRM and ticketing systems (ServiceNow, Salesforce, Talkdesk).
• Analytical capability with KPI focus.
• Excellent customer communication and stakeholder management skills.
• Experience in incident management, problem management, and governance.
• Ability to lead in high-pressure customer-facing situations.
• Process improvement mindset.
• Willingness to work flexible hours.

Responsibilities

• Champion a customer-first culture across the support organization.
• Lead, mentor, and develop L1 and L2 Technical Support Engineers.
• Oversee the end-to-end lifecycle of customer support cases.
• Ensure cases are triaged, prioritized, and resolved within agreed service levels.
• Coordinate cross-functional teams including Product Engineering and R&D for escalations.
• Own and report on key operational metrics and KPIs.
• Drive process-driven improvements and SOPs for scalable support.
• Promote knowledge management and self-service to reduce volume.

Skills

Fluent English

Team management

L1/L2 leadership

Case & escalation mgmt

CRM systems

Analytics/KPIs

Stakeholder comms

Incident & problem mgmt

High-pressure leadership

Process improvement

Flex hours

Tools

ServiceNow

Salesforce

Talkdesk

Job description

Kidde Global Solutions is seeking a Technical Support Manager to lead Tier 1 and Tier 2 teams across Poland (Gdansk), France (Paris), Belgium (Brussels), and the Netherlands (Weert). The role requires coordinating case management, escalations, and cross-functional collaboration to deliver exceptional customer experiences in a hybrid work environment.

You will manage performance, develop teams, and drive continuous improvement through data-driven KPIs, SOPs, and automation initiatives while