Technical Support Manager

1 week ago

London, Greater London, South Africa WatersEdge Solutions Full time R80 000 - R120 000 per year

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.

About the Role

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.

Key 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

What You'll Bring

  • 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.

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