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Technical Support Manager

WatersEdge Solutions
Greater London
1 day ago
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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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