At a Glance
- Tasks: Lead a team to deliver exceptional technical support and improve customer experiences.
- Company: Join Attio, a cutting-edge CRM company backed by top investors.
- Benefits: Competitive salary, remote work options, and opportunities for professional growth.
- Other info: Dynamic culture focused on innovation and collaboration.
- Why this job: Make a real impact in a fast-paced environment while developing your leadership skills.
- Qualifications: 3+ years in managing support teams and 5+ years in customer-facing tech roles.
The predicted salary is between 60000 - 75000 £ per year.
Attio is the CRM built for the AI era. Designed for the most ambitious go-to-market teams, it gives companies the power to understand every customer, automate at scale, and build their go-to-market motion exactly as they need. We've raised $116M from some of the world's best investors: GV (Google Ventures), Redpoint, Balderton, Point Nine, and 01A. We hire builders who thrive on complex technical challenges, hold themselves to a high bar, and genuinely care about delighting the people who use what they build. The team here brings sharp judgement, real craft, and the drive to do exceptional work. We're obsessed about the details and energized by the frontier. If you want to do the best work of your career, this is the right place.
Working Pattern: Full-time | Monday - Friday: 9:00am – 6:00pm GMT
About the role
Our Support team is at the heart of Attio’s customer experience — maintaining an exceptional 98% CSAT average over the past six months. We hold ourselves to an incredibly high standard at every stage of the customer journey, ensuring that every interaction reflects our commitment to clarity, care, and quality. As a Technical Support Manager, you’ll lead and develop a team of Technical Support Specialists responsible for delivering that experience at scale. You’ll coach and support the team, drive operational excellence, and build the systems and processes that enable us to provide world-class support as Attio continues to grow. This is a role for someone who loves developing people, solving complex operational challenges, and building for scale. You’ll partner closely with Product, Engineering, Marketing, and Operations to improve the customer experience, advocate for customer needs, and help shape the future of both our support function and our product. You’ll play a key role in maintaining the standards that make our customers love Attio — while helping us raise the bar even further as we grow.
What you'll do
- Lead and develop a team of Technical Support Specialists while helping shape the systems, processes, and customer experiences that enable Attio to scale.
- Combine customer empathy, technical expertise, and operational excellence to deliver world‑class support.
- Team leadership and coaching: Hire, onboard, coach, and develop a high‑performing team of Technical Support Specialists, fostering a culture of accountability, growth, and customer obsession.
- Customer support excellence: Lead by example and ensure the team consistently delivers fast, thoughtful, and technically sound support while maintaining high customer satisfaction.
- Technical escalation management: Partner with the team to resolve complex customer issues, working closely with Product and Engineering to drive timely resolutions and improve the customer experience.
- Customer advocacy: Represent the voice of the customer across Attio, surfacing feedback, identifying trends, and helping inform product and operational decisions.
- Process and operational improvement: Build scalable systems, workflows, and support processes that reduce friction, improve quality, and enable the team to grow effectively as the business scales.
- Cross‑functional collaboration: Partner closely with Product, Engineering, Marketing, and Operations to improve customer outcomes and contribute to Attio’s product roadmap.
- Performance ownership: Own team performance, reporting on key support metrics, operational health, and customer satisfaction while driving continuous improvement.
What you’ll bring
- Leadership experience: 3+ years building, managing, and developing remote B2B support teams, with a track record of coaching individuals and improving team performance.
- Proven experience: 5+ years in customer‑facing roles supporting technical SaaS products, ideally within a start‑up or high‑growth environment.
- Technical capability: Confident troubleshooting APIs, AI products, CRMs, integrations, and workflow tools, and partnering effectively with technical stakeholders.
- Customer empathy: Deep empathy for customers paired with the ability to balance their needs with broader business goals.
- Builder mindset: Experience creating systems, processes, and tooling that improve outcomes for customers and internal teams.
- Operational excellence: Highly organised, data‑driven, and dependable, with strong judgement and a focus on execution.
- Collaborative mindset: A strong cross‑functional partner who thrives in fast‑moving, early‑stage environments.
What does the hiring process look like?
- Initial Conversations: 30‑minute introductory chat with a member of our Talent team; 30‑minute track record interview with our Technical Support Manager; Take‑home technical exercise.
- Core Interviews: 45‑minute leadership, program building and cross‑functional collaboration session; 30‑minute strategy & program vision session.
- Final Stage: 30‑minute closing conversation with our CEO; Offer call (if it’s a mutual fit).
Technical Support Manager in London employer: Attio
At Attio, we pride ourselves on being an exceptional employer that fosters a culture of innovation and collaboration. Our commitment to employee growth is evident through our focus on coaching and developing high-performing teams, while our vibrant work environment in the heart of the tech industry allows for meaningful contributions to cutting-edge solutions. With a strong emphasis on customer satisfaction and operational excellence, joining Attio means being part of a team that values your expertise and empowers you to do the best work of your career.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Attio. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Attio before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Attio:Your cover letter is your chance to shine! Tell us why you want to work at Attio specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Attio!
How to prepare for a job interview at Attio
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
