At a Glance
- Tasks: Lead and develop a technical support team while optimising workflows and improving customer satisfaction.
- Company: Established SaaS business trusted by global brands, offering a collaborative culture.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Join during an exciting growth phase with direct exposure to senior leadership.
- Why this job: Make a real impact in a growing tech company and shape the future of support services.
- Qualifications: Experience in leading technical support teams and a passion for process improvement.
The predicted salary is between 40000 - 40000 £ per year.
My client is a well-established SaaS business trusted by leading global brands. As they continue to scale, they are looking to recruit an experienced Technical Support Manager to bring structure, performance focus and operational discipline to their technical support function.
This is an exciting opportunity to take ownership of an established support team and play a key role in shaping how support is delivered to a growing customer base. You will be responsible for improving processes and ensuring a consistently high standard of service across a complex technical environment.
The role involves:
- Leading, mentoring, and developing the existing team
- Driving SLA performance, customer satisfaction, and first-contact resolution
- Managing technical escalations for key enterprise customers
- Implementing support processes, workflows, and troubleshooting frameworks
- Analysing support trends and identifying opportunities for continuous improvement
- Collaborating cross-functionally to improve customer experience and product performance
- Managing the day-to-day operation of the IT helpdesk, ensuring tickets are maintained
- Maintaining and improving IT policies, support procedures, knowledge base articles, and internal documentation
The candidate should have:
- Previous experience leading a technical support team, with a hands-on mindset
- A background within SaaS, IoT, software, technology, or hardware-enabled businesses (desirable but not essential)
- Experience managing escalations and customer-facing technical issues
- A passion for coaching, mentoring, and developing team performance
- Experience improving support processes, ticket management, and service delivery metrics
- Excellent communication skills and the confidence to engage with stakeholders at all levels
- A proactive, solutions-focused mindset with a desire to drive continuous improvement
In return, the position offers:
- Competitive salary of £35,000 - £40,000 per annum
- Hybrid working 3 days per week in the Glasgow office
- Be part of an exciting period of growth, including a brand-new office development and continued investment in technology and infrastructure
- The opportunity to shape and influence a growing support function
- Direct exposure to senior leadership and strategic decision-making
- A collaborative and supportive working environment
- The chance to work with innovative technology delivering real-world value to customers
Interested? Click Apply today.
Technical Support Manager in Glasgow employer: EMPLOYAL LTD
Join a rapidly growing technology business in Glasgow that values customer success and offers a hybrid working model, allowing you to balance your professional and personal life. With a supportive leadership team and a collaborative culture, you'll have access to clear progression opportunities and the chance to work with some of the UK's most recognisable brands. Enjoy competitive benefits including a generous holiday allowance and private healthcare while making a meaningful impact on customer relationships and account growth.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Manager in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at EMPLOYAL LTD. 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 EMPLOYAL LTD 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 Glasgow
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 EMPLOYAL LTD:Your cover letter is your chance to shine! Tell us why you want to work at EMPLOYAL LTD 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 EMPLOYAL LTD!
How to prepare for a job interview at EMPLOYAL LTD
✨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.
