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- Tasks: Lead a team of support engineers to deliver top-notch customer service across EMEA.
- Company: Join a dynamic global client services organisation focused on operational excellence.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Opportunity for growth in a fast-paced, collaborative setting.
- Why this job: Make a real impact by enhancing customer experiences and leading a talented team.
- Qualifications: Experience in technical support and strong leadership skills required.
The predicted salary is between 60000 - 80000 £ per year.
The Manager, Support Engineering – EMEA leads a regional team of technical support engineers, acting as the first line of support for FreeWheel's customers across EMEA. The role resides in the Global Client Services organization, focusing on operational excellence, people leadership, and customer advocacy: streamlining support processes, ensuring high-quality, timely resolution within agreed service levels, and driving continuous improvement in our client service. The manager will oversee support engineers based in London and Paris, providing coaching, performance management, and career development.
Core Responsibilities
- Lead and develop the EMEA Support Engineering team through clear goals, regular feedback, and ongoing coaching, including daily reviews and guidance on case handling and communication.
- Deliver high-quality support within SLAs, overseeing ticket and incident management (including major incidents and escalations) and ensuring consistent, timely resolutions and clear client-facing communication.
- Act as an escalation point for complex or sensitive tickets, ensuring appropriate prioritisation and stakeholder updates.
Manager, Support Engineering EMEA in London employer: hackajob
Contact Detail:
hackajob Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Manager, Support Engineering EMEA in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at FreeWheel or similar companies. A friendly chat can open doors and give you insider info on the role.
✨Tip Number 2
Prepare for the interview by researching common questions for managerial roles in support engineering. We recommend practising your answers with a friend or in front of the mirror to boost your confidence.
✨Tip Number 3
Showcase your leadership skills! Be ready to share examples of how you've developed teams and improved processes in previous roles. This will demonstrate your fit for the Manager position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Manager, Support Engineering EMEA in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Manager, Support Engineering role. Highlight your leadership experience and any relevant technical support background to catch our eye!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer advocacy and how you can contribute to operational excellence in our team. Keep it engaging and personal.
Showcase Your Achievements: Don’t just list your responsibilities; share your achievements! Use specific examples of how you've improved processes or led teams to success. We love seeing measurable impacts!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy and ensures your application goes straight to us!
How to prepare for a job interview at hackajob
✨Know Your Stuff
Make sure you understand the technical aspects of support engineering. Brush up on common issues faced in the EMEA region and be ready to discuss how you would handle them. This shows that you're not just a manager but also a knowledgeable leader.
✨Showcase Your Leadership Style
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you provided coaching or performance management. This will help demonstrate your ability to develop your team and drive operational excellence.
✨Understand Client Needs
Familiarise yourself with FreeWheel's customer base and their unique challenges. Be ready to discuss how you would advocate for clients and ensure high-quality support. This shows that you’re not just focused on internal processes but also on delivering exceptional service.
✨Practice Communication Skills
Since clear client-facing communication is key, practice articulating complex ideas simply and effectively. You might even want to role-play potential scenarios with a friend to refine your approach. This will help you convey confidence and clarity during the interview.