Technical Support Manager

**Work options**: Hybrid

We are passionate about people making their own decisions about where and when they work. Our aim is to facilitate hybrid working (mix of in the office and from home) where possible to support our people to be effective, empowered, and productive to achieve both their career and personal goals. Because we recognise that working flexibly means different things to different people, flexible working exists in many forms.

**Who you are**:
The Technical Support Manager oversees the frontline support function for Humanforce customers, ensuring exceptional service delivery and a high-performing, customer-obsessed team. This role oversees day-to-day support operations, drives continuous improvement, and develops team capability through coaching and leadership. The Support Manager partners cross-functionally with Product, Engineering, and Customer Delivery to ensure a seamless customer experience and to identify trends, risks, and opportunities for service innovation.

**What you will do**:
**Team Leadership & People Development**
- Lead, coach and manage a team of Support Specialists, Senior Support Specialists, Customer Leads and Technical Leads.
- Conduct regular 1:1s, performance reviews and career development conversations.
- Foster a culture of accountability, learning, and psychological safety across the team.
- Support recruitment, onboarding and workforce planning for support team growth.

**Operational Excellence & Service Delivery**
- Oversee support ticket management to ensure SLA adherence, quality, and efficiency.
- Monitor key performance indicators (e.g. time to resolution, CSAT, backlog).
- Implement continuous improvement initiatives to optimise processes and remove friction.
- Ensure consistent documentation, escalation processes, and handover practices.
- Focus on automation and deflection of work to reduce workloads across team.

**Customer Advocacy & Escalation Ownership**
- Act as a key escalation point for high-impact or sensitive customer issues.
- Champion the voice of the customer in cross-functional forums and product feedback loops.
- Build strong working relationships with Account Managers, Customer Success and Implementation teams to ensure customer satisfaction.

**Cross-Functional Collaboration**
- Support Tech Leads to work closely with Product and Engineering in driving insights on client failure demand.
- Represent Support in internal projects, process design, and change initiatives.
- Partner with Enablement to ensure ongoing development pathways for Support team roles.

**What you’ll need**:

- 5+ years’ experience in SaaS-based customer support, with 2+ years in a leadership role
- Proven experience in managing a high-volume, multi-tiered, multi-location technical support team
- Deep knowledge of Humanforce (or similar WFM/HRIS platforms) including Awards and compliance-related modules
- Experience driving SLA performance, CSAT improvement, and operational maturity
- Skilled in team coaching, performance management, and building team culture
- Strong stakeholder management and ability to influence cross-functional outcomes
- Familiarity with support tooling (Zendesk, Jira, dashboards) and reporting systems

**Our values**:

- _ We are bold_
- _ We are all in_
- _ We are customer obsessed_
- _ We do what we say_
- _ We are good humans_

**Our approach to flexibility**:
We are passionate about people making their own decisions about where and when they work. Our aim is to facilitate hybrid working (mix of in the office and from home) where possible to support our people to be effective, empowered, and productive to achieve both their career and personal goals. Because we recognise that working flexibly means different things to different people, flexible working exists in many forms.

**Benefits**:

- A flexible working environment
- The opportunity to be part of a fast-growing tech company
- A focus on development with access to Go1
- Paid parental leave and Quarterly Wellbeing Days
- Employee talent referral scheme (know great people, be rewarded)
- A fun and friendly culture working with passionate and talented people
- A work environment where you can genuinely improve the world of work
- We are a diverse and dispersed organisation and are actively looking to grow our team with individuals from all diverse backgrounds. We encourage applicants from all backgrounds, cultures, ages, genders, neurodiversity, religions, sexual orientations, and experiences to apply._
- We are a 2025 Circle Back Initiative Employer and commit to respond to every applicant._