Are you looking for your next SaaS or CRM Support Team leadership challenge ?
Eager to drive the success of a talented UK team supporting clients across EMEA ?
If so, why not read on ?
From the very beginning, our client’s company had a unique vision: to offer a different kind of customer relationship management (CRM) software. They pioneered a solution that easily adapts to customer needs, and now, more than two decades later, they’re on a mission to help sales teams reach their highest potential.
Their diverse team around the world shares a passion for helping customers succeed.
Together, they’re building a culture that values personal and professional growth—and they’re proud to be recognized as a Great Place to Work.
Our client cares about work/life balance and flexibility for our employees, and they're proud of how we show up for our customers every day. If you're looking to level up your career and help businesses grow better and faster, you’re in the right place. Learn more about our careers and how you can be part of their UK and global expansion journey.
About the Role
Our client is hiring a Regional Technical Support Delivery Manager to lead frontline support execution across your designated region. This role is foundational to their support delivery strategy—ensuring timely, high-quality technical support through clear operational oversight, team performance management, and hands-on execution.
As a Delivery Leader, you will manage a team of Technical Support Specialists and Senior Technical Support Specialists. You will be accountable for support availability, performance, and customer experience in your region, driving measurable improvements in key metrics such as case resolution time, SLA adherence, escalations, and customer satisfaction. You’ll also work closely with your global peers, Product, and Support Operations to continuously raise the bar on operational excellence and user outcomes.
This role operates on a hybrid model, with a mix of remote work and in-office collaboration at our Solihull location, specifically, working in-office 3 days per week.
Impact you will make in the role:
1. Own daily support execution for your region, ensuring consistent performance against operational goals and SLAs
2. Manage and optimize staff coverage, team availability, and queue balancing in collaboration with Support Operations and Workforce Planning
3. Ensure each team member is accountable for owning cases end-to-end and delivering high-quality, timely support, with appropriate handoffs for complex escalations
4. Lead, coach, and develop a team of frontline support specialists and senior specialists, reinforcing a culture of ownership, rigor, and delivery
5. Monitor and improve case handling efficiency, FRT, resolution time, and overall support quality
6. Conduct regular 1:1s, coaching sessions, and performance reviews with clarity and transparency
7. Implement and reinforce global support workflows, documentation practices, SOPs, and case management standards
8. Partner with Support Operations to adopt and roll out new tools, QA standards, and enablement programs across the team
9. Drive continuous improvements in case flow efficiency, escalation prevention, and internal collaboration
10. Serve as an accountable point of contact for customer escalations within your region, ensuring visibility, timely action, and clear internal coordination
11. Elevate the voice of the customer through clear documentation of pain points and feedback loops with Product and Engineering
12. Support implementation readiness and customer transitions in partnership with other cross-functional teams
What you will bring:
13. 5+ years of experience in people leadership roles within a technical support environment
14. Proven ability to drive support team performance, productivity, and accountability at a regional or functional level
15. Strong understanding of case management principles, support tooling, and SLA-driven operations
16. Demonstrated success implementing performance improvement plans and structured coaching
17. Excellent organizational and execution skills with a bias toward action and clarity
18. Effective communicator, able to lead with transparency and inspire commitment to goals
19. Familiarity with Salesforce, HubSpot, or similar platforms; CRM product exposure preferred
Preferred:
20. Experience leading support delivery teams in SaaS or enterprise software environments
21. Working knowledge of CRM systems and technical troubleshooting processes
22. Exposure to operational frameworks such as ITIL, Six Sigma, or Agile service management
23. Understanding of workforce forecasting, support analytics, and case routing logic.
This is a unique opportunity to play a leading role in developing a talented team of technical support experts, ensuring a customer-centric and problem solving oriented approach to supporting customers across EMEA. You’ll have opportunities to grow and a remuneration and benefits package aligned with the scope of responsibilities in the position.