Technical Support Manager (Remote, UK)
For the right person this role will have it all!
Purpose: You'll make an impact by joining an established, award-winning company that build novel cyber security software at the bespoke and enterprise levels to protect the infrastructure of household names.
Scope: With a passionate, growing userbase, this company are scaling, and you can make a real difference in how they capture their market and build their technical support team.
Influence: Work closely with the COO to implement service frameworks, work with customers to ensure smooth deployments, steer direction through user feedback.
The Role:
You’ll shape and execute the strategy for our support services. Transform a small, talented internal team into a world-class, enterprise-grade 24/7 operation. This is a rare chance to build a function from the ground up while maintaining daily ownership of delivery, leadership, and customer satisfaction.
What You’ll Be Doing:
* Design and scale a hybrid support model (in-house + outsourced 1st line) for round-the-clock global coverage.
* Lead, mentor, and grow the internal team, fostering a high-performance and customer-first culture.
* Set up scalable processes, KPIs, SLAs, tooling, and knowledge management to ensure operational excellence.
* Build a technical customer community in collaboration with Marketing to drive product advocacy.
* Act as the escalation point for major incidents and complex customer issues, partnering with Product and Engineering teams.
* Constantly improve CSAT, NPS, first-response and resolution metrics - championing exceptional customer experiences at scale.
What We’re Looking For:
* Proven leadership in scaling support teams in fast-growth tech companies (ideally SaaS or B2B software).
* Track record of designing or running a hybrid (in-house & outsourced) global support function.
* Deep understanding of enterprise customer needs, with a laser focus on SLAs, responsiveness, and technical quality.
* Hands-on familiarity with CRM, service desk tools (e.g., HubSpot, Jira) and support KPIs.
* Excellent communicator, mentor, and cross-functional collaborator with credibility at engineering, product, and exec level.
* A technical mindset with enough depth to understand complex software support challenges.
Bonus if you bring:
* Understanding of, or experience implementing ITIL or equivalent
* A background in SaaS or Cloud-Based Software
* Knowledge of support models spanning multiple time zones
Benefits:
* Healthcare Cashplan
* 25 Days Holiday
* Remote Working (UK Based)
* Enhanced Pension
* Flexible working hours
* Partner discounts across named brands
Curious? Apply now and help us redefine cyber defense, or get in touch with Kieran@agilisrecruitment.com
Agilis Recruitment LTD is acting as an agency on behalf of our client.
We value diversity and equal opportunity. All applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.
Due to the high volume of applications we typically receive, while we do try and aim to offer feedback to all applicants, if you do not hear back within 5 working days of your application, please assume you have been unsuccessful in this instance.