Senior Technical Support Specialist in Manchester

About The Role

As a Senior Technical Support Specialist, you’ll play a key role in leading by example within the Customer Support team. You’ll continue to deliver hands‑on customer support while also guiding, mentoring, and developing your colleagues to help the team achieve exceptional service and consistency. You’ll act as the subject matter expert for our property software products, providing deeper technical support and serving as the bridge between the support, product, and development teams. You’ll help shape process improvements, oversee escalations, and drive continuous enhancement of both the customer and internal team experience. This role is ideal for someone who combines strong technical skills with leadership capability. Someone who thrives in problem‑solving, collaboration, and developing others to reach their potential.

What You’ll Do

• Provide advanced technical support to customers across multiple channels, handling complex or escalated cases requiring in‑depth product knowledge.
• Be the main point of contact to manage customer escalations and complaints.
• Act as a subject matter expert (SME) within the support team, offering guidance and solutions to colleagues through internal channels such as Teams, Email or project tools.
• Deliver coaching, training, and case quality reviews 1 on 1 monthly/weekly quality control sessions, providing actionable feedback to drive individual and team development.
• Assist in onboarding and upskilling new and existing team members, supporting their learning journey through structured feedback and mentoring.
• Work closely with Product and Development teams to identify, document and resolve bugs or widespread issues, ensuring effective communication and expectation management for customers and stakeholders.
• Collaborate across teams and departments to support upcoming product changes, system migrations, and process improvements, ensuring consistent communication and alignment.
• Monitor and guide daily queue management, using data and insight to help the team prioritise effectively and meet service goals.
• Support the resolution and prioritisation of customer escalations, ensuring timely communication and smooth collaboration with other departments.
• Be an advocate for continuous improvement identifying patterns, gaps and opportunities to enhance internal processes and customer experience.
• Stay informed on product updates, feature enhancements, and broader property technology trends, ensuring the team remains knowledgeable and well‑prepared.
• Contribute to cross‑functional projects and initiatives that drive innovation, operational excellence, and improved service delivery.
• Maintain a consistent presence in the office (minimum two days per week, potentially more when supporting new starters) to support collaboration, coaching, and team development.

What You’ll Bring

• Proven experience in a customer‑facing or technical support role, with expert‑level understanding of property management software or SaaS environments.
• Strong problem‑solving and analytical skills, with the ability to diagnose complex technical issues and communicate solutions clearly to both customers and internal teams.
• Demonstrated capability in coaching and mentoring others supporting different learning styles, delivering constructive feedback, and fostering a psychologically safe team environment.
• Excellent communication and interpersonal skills, with the confidence to influence and collaborate across teams and levels.
• Proven ability to manage escalations effectively, maintaining customer trust and stakeholder confidence throughout.
• A proactive mindset, comfortable working with autonomy and managing time efficiently across support and leadership responsibilities.
• Familiarity with process mapping, change management, or cross‑functional project work.
• Confidence in navigating multiple systems and adapting quickly to evolving tools, workflows, and technologies.
• A willingness to embrace and utilise AI tools to improve efficiency, enhance team performance, and support customers more effectively.
• Strong organisational and prioritisation skills, ensuring accountability and consistency under pressure.
• A growth‑oriented mindset: resilient, adaptable, and committed to both personal and team development.
• Knowledge of financial or accounting workflows within the property industry is advantageous but not essential.