Technical Support Manager

Exclaimer is a high-growth SaaS company with 300 colleagues across the UK US Europe and Asia-Pacific. We promote a people-first culture built on fairness inclusion psychological safety and continuous learning. As we evolve into a multi-channel platform for branded business communications we offer employees the opportunity to shape the future of global communicationwhile growing their careers in a culture where curiosity creativity and accountability thrive.

Exclaimer has been recognised by Great Place To Work for our culture of collaboration trust and growth. This certification reflects our commitment to creating an environment where every voice matters and people genuinely enjoy coming to work. See our accreditations to learn more: Great Place to Work UK Great Place To Work USA

As Technical Support Manager(Fixed-Term) youare responsible forthe day-to-day operation of the technical support team and the strategic and process direction of the role requires someone who can hit the ground running and absorb the outgoing managers responsibilities with minimal ramp-up manage Technical Support Engineers drive performance against clear goals and ensure complex escalations from Tier 1 are resolved to a consistently high standard.

This role carries genuine strategic ownership you will define how Tier 2 operates own the processes that underpin it set the standards for case handling quality and team capability and report regularly to the Director of Customer Service on performance risks and where the function needs to go next. You are expected to bring a clear point of view on both strategy and process not just manage what is in front of you.

1. Strategy & Process Ownership

• Own the Tier 2 operating model define how the team works set the standards and continuously evolve the processes that underpin it.
• Report regularly to the Director of Customer Service on team performance risks escalation trends and the strategic direction of Tier 2
• Develop andmaintainstandard operating procedures and best practices ensuring the team is always working from a clear and up-to-date playbook
• Identifygaps in process or tooling and drive improvements that reduce friction across thesupport team
• Stay across industry trends and emerging technologies relevant to the support model bringing informed recommendations to the Director

1. Team Leadership & People Management

• Take full accountability for the performance development and wellbeing of your team holding regular structured 1:1s setting clearobjectivesaligned to departmental KPIs and ensuring every engineer knows where they stand
• Manage absence performance and conduct in line with company policy escalating to the Director of Customer Service and People team whererequired
• Identifytraining needs and build personal development plans for all team members with a focus on creating clear progression pathways and advocating for their growth within the organisation
• Lead on recruitment onboarding and retention within Tier 2 ensuring the team is staffed with the rightpeopleand new hires are set up to succeed from day one
• Identifyand develop high-potential team membersrecognisingand nurturing talent within the team

1. Technical Support Operations & Workforce Planning

• Oversee day-to-dayTechnical Support team ensuringtimelyand effective resolution ofcases.
• Monitor case volumes and demand patterns managing capacity and coverage to ensure the right people are available at the right times
• Balance workloads across the team and coordinate coverage for absences peak demand or incidents identifyingcapacity risks and raising resourcing concerns to the Director of Customer Service
• Actively handle and resolve support tickets balancing your own queue alongside your management responsibilities
• Monitor KPIs including CSAT SLA adherence and resolution times use that data toidentifyimprovement opportunities and report trends upward
• Ensure clear and well-documented escalation pathways to Technical Leads for cases requiring specialist investigation
• Conduct remote troubleshooting sessions directly with customers where needed addressing complex issues professionally and efficiently

1. Quality Assurance & Coaching

• Own quality standards within TechnicalSupportworking closely with QA Analyst to ensure the team consistently meets the bar set across the wider support function
• Review QA scores case quality and customer feedback regularly using that data to drive targeted coaching conversations andidentifywhere the team needs to improve
• Build a culture of quality within the team where engineers take pride in the standard of their case notes communication and technical rigour not just resolution speed
• Track improvements in QA performance over time and report progress to the Senior Customer Service Manager and Director of Customer Service

1. Escalation & Cross-Functional Collaboration

• Act as the escalation point for complex or high-risk cases raised by your team stepping into customer conversations when managerial presence or authority isrequired
• Ensure customer communication during escalations istimely clear and professional coordinating resolution across tiers where needed
• Collaborate closely with theother technicalmanagers quality escalation management and APAC engineer alignment.
• Partner with Product and Engineering to surface common customer issuesfeedbackon product gaps and advocate for customer needs

• 4 years of technical support experience including 2-3years in a team leadership role preferably in a B2B SaaS environment
• Proven ability to manage mentor and coach technical support teams with a strong understanding of support operations service delivery and customer experience best practices
• Hands-on experience troubleshooting email infrastructure including Microsoft 365 (Exchange Online) Active Directory and Google Workspace (Gmail)(Advantageous)
• Strong analytical and problem-solving skills with the ability to manage competing priorities in a fast-paced environment
• Excellent written and verbal communication skills with the ability to convey technical information to diverse audiences
• Proficiencywith support platforms and tools such as Zendesk and Salesforce CRM
• MS-900 Microsoft 365 Fundamentals certification or similar (advantageous)
• ITIL certification (advantageous)
• Attention to detail with the ability to perform high-level data analysis

Were proud to be an equal opportunity employer and welcome applications from people of all backgrounds experiences and identities. We consider all candidates fairly and without discrimination irrespective of ethnicity race religion nationality age gender marital status disability neurodivergence caring responsibilities sexual orientation or gender identity. Were building a culture where everyone feels they belong and can thrive and wed love for you to be part of it. If you require any reasonable adjustments or support through the application or hiring process please email the team in confidence via to let us know.