Senior Technical Support Manager

We are looking for a Senior Manager, Technical Support to lead our global customer support function across two distinct teams: an L1 team of 6 analysts based in Cluj-Napoca, Romania, and a remote L2 team. You will own the operational performance, quality, and development of both teams, and you will be responsible for ensuring that the right work lands at the right level - with L1 handling high-volume, well-defined requests, and L2 owning complex, technical, and escalated cases. This is a senior people leadership role. You will be close to the data and close to your teams, but your primary job is to raise the bar - on quality, on accountability, and on the strategic contribution that support makes to the business. You will set the direction for how both teams operate, how performance is measured, and how support insight is used to drive product and process improvement.

What We Are Specifically Looking For

• Proven senior people leadership. You have managed managers or led multiple teams, not just individual contributors. You are comfortable holding people accountable, having difficult conversations early, and building a culture where the team knows where it stands and feels supported to grow.
• Using data and AI to drive decisions and accountability. You use data as a matter of habit - to spot trends, quantify problems, and hold others accountable across both teams. You are genuinely curious about AI tools and how they can make the function smarter and faster.
• Structural thinking about L1/L2 operations. You understand how to design the boundary between L1 and L2 - what belongs at each tier, how escalations should flow, and how to prevent L2 from becoming a dumping ground for tickets that L1 should own.
• Meticulous attention to detail and an uncompromising commitment to world-class customer service. You hold yourself and your team to the highest standard - and that includes the interactions where you fall short.

What You Will Be Doing

• Team Leadership & Development: Lead, coach, and develop both teams: a 6-person L1 team based in Cluj, and a remote L2 team. Define and maintain the operational boundary between L1 and L2.
• L2: Automation, AI & Process Optimisation: Design and implement automations that reduce manual effort and improve throughput across the support function.
• Operational Excellence: Own day-to-day ticket operations across both tiers: triage, prioritisation, escalation, and resolution.
• Tooling & Systems: Own the configuration, reporting, and continuous optimisation of Pylon as the primary ticketing platform for both teams.
• Data, AI & Continuous Improvement: Use data to drive decisions: analyse ticket trends across both tiers, identify recurring issues, and surface product or process gaps to Engineering and Product.
• Customer Advocacy & Cross-functional Collaboration: Act as the voice of the customer internally, representing support trends in cross-functional discussions.
• Incident Response: Ensure both teams follow established incident response procedures consistently and without delay when disruptions occur.

About You

We are looking for someone who combines operational rigour with genuine passion for customer outcomes and team development. You have operated at a senior manager level - with real accountability for performance, development, and operational decisions across multiple teams or tiers.

Experience:

• 4+ years of experience in technical or customer support, with at least 2-3 years in a management role.
• Demonstrated track record of performance managing individuals and team leads.
• Proven experience managing distributed or remote teams.
• Hands-on experience defining and operating a tiered support model.

Skills & Mindset:

• Sharp eye for detail.
• Data-driven.
• Genuine enthusiasm for AI tools and automation.
• Strong written and verbal communication skills in English.
• Calm under pressure and decisive when it matters.
• A genuine developer of people.
• Collaborative and low-ego.

What's in it for you?

• Equity participation in our innovative mission to combat financial crime.
• Unlimited Time Off Policy to promote work-life balance and well-being.
• Opportunities for collaboration and career development with smart, like-minded professionals.
• Annual learning budget to support professional growth.
• A home office budget to support working from home.
• Enhanced parental leave and childcare benefits.
• Life insurance and medical coverage through BUPA.
• Pension contribution through The People's Pension.