At a Glance
- Tasks: Lead a dynamic team to deliver top-notch technical support and drive operational excellence.
- Company: Join StarCompliance, a fast-growing tech company focused on client success.
- Benefits: Competitive salary, career development opportunities, and a collaborative work environment.
- Other info: Exciting opportunity for growth in a high-paced, tech-driven culture.
- Why this job: Make a real impact by enhancing client experiences and leading innovative support initiatives.
- Qualifications: Experience in leading technical support teams in a SaaS environment is essential.
The predicted salary is between 40000 - 41000 £ per year.
Role: Star Compliance is seeking an experienced and highly motivated Associate Director to lead our UK‑based Client Support Services team, delivering exceptional support experiences to our global client base while driving operational excellence, technical leadership, and continuous improvement.
Responsibilities Lead, mentor, and develop a high‑performing team of technical support professionals.
Drive a culture of accountability, collaboration, continuous improvement, and customer excellence.
Act as the senior escalation point for critical client incidents and complex technical issues.
Partner closely with Product, Professional Services, Relationship Management, and Sales teams to ensure effective resolution of customer challenges.
Oversee support operations, ensuring service levels, response times, and customer satisfaction targets are consistently achieved.
Identify opportunities to improve support processes, tooling, automation, and operational efficiency.
Provide leadership during major incidents, coordinating cross‑functional teams and stakeholder communications.
Analyze support trends, root causes, and service metrics to drive proactive improvements.
Support strategic initiatives relating to platform reliability, scalability, and client experience.
Skills and Experience Proven experience leading and developing technical support, service delivery, operations, or customer support teams within a Saa S environment.
Extensive experience managing teams in fast‑paced, high‑growth technology organizations.
Strong technical background supporting enterprise web applications and cloud‑based platforms, including application hosting and operational support.
Advanced knowledge of Microsoft SQL Server, SSMS, and T‑SQL.
Strong understanding of incident management, problem management, root cause analysis, and service improvement methodologies.
Demonstrated ability to lead complex technical investigations involving multiple stakeholders and systems.
Exceptional communication and stakeholder management skills, engaging effectively at all levels, from technical specialists to senior client executives.
Proven ability to coach, mentor, and develop individuals while building highly engaged and high‑performing teams.
Strong organizational and prioritization skills with the ability to manage multiple competing priorities in a dynamic environment.
Minimum Qualifications Bachelor’s degree or equivalent combination of education and relevant experience. #J-18808-Ljbffr
Technical Support Manager employer: StarCompliance, Inc.
StarCompliance is an exceptional employer that fosters a culture of collaboration and continuous improvement, making it an ideal place for professionals seeking to thrive in a dynamic environment. With a strong focus on employee development and mentorship, we empower our team members to excel while delivering outstanding support to our global clients. Located in the UK, we offer unique opportunities for growth within a fast-paced SaaS landscape, ensuring that our employees are at the forefront of technological advancements and operational excellence.
