Technical Support Manager in Stirling

About us

Founded in 2008, CitNOW is an innovative, enterprise-level software product suite that allows automotive dealerships globally to sell more vehicles and parts more profitably. CitNOW's app-based platform provides a secure, brand-compliant solution for dealers to build trust, transparency and long-lasting relationships. CitNOW Group was formed in 2021 to unite a portfolio of 12 global software companies leveraging innovation to aid retailers and manufacturers in delivering an outstanding customer experience. We have over 300 employees worldwide who all contribute to our vision to provide market-leading automotive solutions to drive efficiencies, seamlessly transforming every customer moment. The CitNOW Group is no ordinary technology company; we live a series of One Team values and this guiding principle forms the foundation of CitNOW Group's award-winning, collaborative and inclusive culture.

About the role

We are recruiting an experienced Technical Support Manager to lead our growing Customer Support team, based at our Stirling office. In this key role, you'll drive a high-performing, customer-focused culture and ensure we deliver an exceptional experience that truly delights our customers across our expanding portfolio of SaaS products. You'll bring strong leadership, coaching, and best practices to build a scalable support function whilst driving continuous improvement in processes and customer experience. The ideal candidate will have a passion for customer service and technology, strong people management skills and a proven ability to lead teams in fast-paced environments. We're looking for a collaborative leader with a positive, can-do attitude who thrives on problem-solving and delivering exceptional results.

Key responsibilities include:

• Lead and develop a high-performing, scalable Customer Support function, fostering a customer-focused culture that consistently delivers exceptional service.
• Driving performance and scalability through process evolution looking at AI and tooling.
• Hold regular one-to-one and team meetings to coach, develop and maintain high levels of engagement and performance.
• Implement strategies to improve quality, efficiency and scalability of the support function.
• Day to day line management of the team, including monitoring KPIs, conducting quarterly performance reviews and managing absence in line with company policies.
• Collaborate with the People team to manage hiring activities and lead the smooth onboarding and training of all new hires.
• Ensure a timely, high-quality level of support to customers, managing escalated issues effectively and professionally.
• Act as the primary escalation point for complex customer issues, ensuring timely, high-quality resolution and clear communication throughout the process.
• Monitor SLAs and resource allocation to ensure contractual obligations are met and service levels remain consistent.
• Support clear and effective communication with customers and internal teams throughout the fault lifecycle, ensuring transparency and resolution.
• Use data and performance metrics to identify trends, measure productivity, and improve processes.
• Work closely with other business leaders to identify opportunities for process improvement and contribute to product and release enhancements.
• Create and maintain comprehensive documentation of Customer Support processes, ensuring accuracy and accessibility.
• Encourage knowledge sharing within the team to build a strong internal knowledge base and improve problem-solving capabilities.

We are looking for:

• 5+ years of experience in a Customer Support leadership role is essential.
• Proven ability to coach, develop and inspire high-performing teams.
• Experience working with Salesforce or ServiceNow is essential.
• Experience in process improvement and change management.
• Strong problem-solving skills, administration skills and communication skills.
• Experienced in data analysis and reporting across metrics such as CSAT, NPS & SLA's.
• Experience in setting KPI's, monitoring performance and providing feedback.
• Proficient in Microsoft Office 365 programmes.

In addition to a competitive salary, our benefits package is second to none. Employee wellbeing is at the heart of our people strategy, with a number of innovative wellness initiatives such as flexi-time, where employees can vary their start and finish times within our core business hours and/or extend their lunch break by up to 2 hours per day. Employees also benefit from an additional two half days paid leave per year to focus on their personal wellbeing. We recognise the development of our people is vital to the ongoing success of the business and proudly promote a culture of continuous learning and improvement, along with opportunities to develop and progress a successful career with us. The CitNOW Group is an equal opportunities employer that celebrates diversity across our international teams. We are passionate about creating an inclusive workplace where everyone's individuality is valued.