Enterprise Support Manager in London

We are seeking a highly motivated, client-focused individual to join the Global Relay Client Services team. As part of Client Services Team, the Manager, Client Services, will lead Global Relay customer‐facing teams in a 24/7 environment. You will be responsible for the team's day‐to‐day operations, leading a team of 6-12 experienced subject matter experts. The Manager will build strong relationships with peers to execute departmental strategies.

In this role, you will have the opportunity to hire, coach and lead a growing team. Your accountabilities will include reporting on key metrics, handling client escalations and identifying opportunities to improve client experience. You possess a solid technical background and demonstrate the experience needed to guide complex issue resolution, implement best practices and maintain high client satisfaction.

Your responsibilities:

• Leads a team that is responsible for providing a high level of technical support and customer satisfaction.
• Conducts weekly 1:1s, prepares performance assessments; mentors and guides the professional and technical development of your team members.
• Provides continuous feedback, addresses underperformance, and recognizes the individual strengths and contributions of your team members.
• Develops a superior understanding of Global Relay Products and Services.
• Monitors and analyzes support metrics, customer feedback, and system performance to drive continuous improvement.
• Manages staffing plans and work scheduling.
• Facilitates open communication between Technical Support and other departments within Global Relay.
• Collaborates with development and product teams to address software issues, bug fixes, and feature enhancements.
• Provides training and mentoring to support staff to ensure continuous skills development and high team performance.
• Stays updated on industry trends, emerging technologies, and best practices to improve support operations.
• Manages and resolves escalations related to the support process, direct reports or product.
• Oversees documentation of support processes, FAQs, and knowledge base articles to enhance self‐service capabilities.
• Provides world‐class customer experience in all parts of work.
• Proven experience managing Enterprise‐level support teams, driving performance, engagement and operational excellence.
• Strong ability to partner cross‐functionally with Sales and Account Management teams, ensuring alignment on customer priorities, renewals and retention strategies.
• Builds strong relationships with peers and stakeholders to deliver on common goals.
• Acts as a goal‐oriented, self‐starter who can work independently and reliably with minimal supervision.
• Demonstrates strong ability to work comfortably under pressure in a fast‐paced environment and able to handle challenging situations with integrity, empathy and sincerity.
• Adapts and pivots quickly under changing conditions and circumstances; embraces new challenges and adjusts approaches as needed.
• Showcases good judgment and prioritization skills to proactively and independently solve problems and make strong decisions.
• Exhibits broad knowledge of the challenges and benefits of supporting a SaaS environment.
• Has strong ability to react and effectively remove roadblocks affecting team efficiency.
• Understands and able to communicate at all levels the impact to business and customers from Service Incidents.
• Leads technical recovery to mitigate and restore service, minimizing impact to customers for major incidents while considering all aspects of Incident Management.
• Identifies opportunities to improve efficiency and effectiveness of team.
• Ensures new products, services and features are fully supportable and meet Support Services non‐functional requirements.
• Identifies and recruits exceptional talent to improve the overall skillset and experience level of the team.
• Manages direct reports with different levels of technical knowledge and experience, skillsets and expertise, and technical areas of focus.
• Exemplifies strong written and verbal communication skills, to manage both client and peer internal organization interactions.

About you:

Successful candidates will exhibit strong communication and people management skills and will act as a personable relationship builder that demonstrates effective leadership through change. The successful candidate has a strong track record as a servant leader, with a strong focus on clearing roadblocks and enabling their teams to best support customers. You will have demonstrated leadership experience in a customer or end‐user SaaS Support environment and possess strong technical problem‐solving abilities with a customer service orientation.

• 10 years SaaS support experience in a client‐facing role.
• At least 5 years of progressive leadership experience within a support organization.
• Exceptional communication and collaboration skills, enabling you to effectively build relationships with technical and non‐technical stakeholders.
• You have experience building trusted relationships with internal stakeholders, and thrive in a collaborative, customer‐obsessed environment.
• You bring hands‐on leadership experience managing Enterprise support teams, with a focus on quality, customer satisfaction and scalable processes.
• Strong ability to set priorities and coordinate work efficiently and effectively.
• Adaptability to work with multiple teams on projects with varying degrees of flexibility/rigidity.

Working conditions:

Global Relay Client Services is a 24x7 team using a follow‐the‐sun model. Managers may be required to work outside of business hours, including weekends and statutory holidays. This is a fully in‐office role, with flexibility as required.

What you can expect:

At Global Relay, there's no ceiling to what you can achieve. It's the land of opportunity for the energetic, the intelligent, the driven. You'll receive the mentoring, coaching and support you need to reach your career goals. You'll be part of a culture that breeds creativity and rewards perseverance and hard work. And you'll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

Global Relay is an equal‐opportunity employer committed to diversity, equity and inclusion. We seek to ensure reasonable adjustments, accommodations and personal time are tailored to meet the unique needs of every individual.

Seniority level: Mid‐Senior level

Employment type: Full‐time

Job function: Information Technology and Customer Service, Software Development