Manager, Global Customer Support

y on complex or high-visibility customer issues.

• Maintain healthy case queues and ensure SLAs, TTFR, CSAT and backlog targets are consistently met.

Coaching & Performance Excellence

• Coach both direct and indirect reports to strengthen technical troubleshooting, customer communication, and case ownership.

• Conduct regular 1:1s, performance reviews, and support career development plans.

• Provide continuous feedback to help the team improve accuracy, speed, and customer satisfaction.

Cross-Functional Collaboration

• Partner closely with Engineering, Product, Cloud Ops and other internal teams to accelerate issue resolution.

• Participate in Root Cause Analyses (RCA) and drive corrective actions.

• Lead or contribute to internal projects focused on tooling, workflows, automation, and operational efficiency.

Process, Quality & Knowledge Management

• Monitor and report on key KPIs: response times, resolution rates, defect trends, and customer sentiment.

• Drive process improvement initiatives based on data, feedback, and observed patterns.

• Promote creation and maintenance of Knowledge Base articles to enhance self-service.

• Ensure consistent application of support standards, playbooks, and best practices.

Customer Escalations

• Manage escalated or business-critical customer situations with urgency and professionalism.

• Provide clear, concise communication to customers and stakeholders throughout the incident lifecycle.

Recruitment & Team Enablement

• Recruit, onboard, and develop new team members.

• Build a strong, collaborative, and positive team culture.

You've got what it takes if you have...

• Minimum 3 years of people management experience in a technical support environment.
• Strong troubleshooting background: logs, API calls, integrations, SQL basics, configurations, cloud/SaaS architecture.
• Experience working with complex SaaS platforms / cloud services.
• Project management experience and strong organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication skills in English (both written and spoken).
• Ability to analyze data, identify trends, and drive improvements.
• Demonstrated ability to handle challenging customer interactions.
• Experience with Salesforce or similar support platforms is an asset.
• Experience with Learning Management Systems (LMS) or Learning Experience Platforms (LXP) is a strong plus.
• Bachelor's degree in computer science or equivalent technical experience is a plus