At a Glance
- Tasks: Lead a dynamic team to deliver top-notch technical support and drive operational excellence.
- Company: Join StarCompliance, a fast-growing SaaS leader in compliance technology.
- Benefits: Competitive salary, career development, and a culture of accountability and collaboration.
- Other info: Exciting opportunity for growth in a rapidly evolving tech landscape.
- Why this job: Shape the future of client support while tackling complex technical challenges.
- Qualifications: Experience in leading technical support teams within a SaaS environment is essential.
The predicted salary is between 60000 - 80000 £ per year.
StarCompliance is seeking an experienced and highly motivated Technical/Application Support Manager (Associate Director) to lead our UK-based Client Support Services team. This is a key leadership role responsible for delivering exceptional support experiences to our global client base while driving operational excellence, technical leadership, and continuous improvement across our support function.
Reporting directly to the Head of Client Support Services & Environments, you will lead a team of technical support professionals, champion a culture of accountability and development, and serve as a senior escalation point for complex client and platform issues.
The successful candidate will bring a unique combination of strong people leadership, customer focus, and deep technical expertise within SaaS and cloud-based environments. You will be equally comfortable coaching team members, engaging with senior client stakeholders, and leading the investigation and resolution of complex technical challenges. This is an exciting opportunity to play a pivotal role within one of the fastest-growing SaaS companies in compliance technology, helping shape the future of support operations while ensuring our clients receive an exceptional service experience.
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.
- Proven experience leading and developing technical support, service delivery, operations or customer support teams within a SaaS environment.
- Extensive experience of 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, with the ability to engage 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.
- Bachelor’s degree or equivalent combination of education and relevant experience.
StarCompliance is one of the fastest growing SaaS technology companies in Compliance software. All StarCompliance employees are expected to commit to a high standard of personal integrity and carry out their responsibilities in an ethical manner.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Application Support Manager in York
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at StarCompliance. 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 StarCompliance 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 Application Support Manager in York
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 StarCompliance:Your cover letter is your chance to shine! Tell us why you want to work at StarCompliance 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 StarCompliance!
How to prepare for a job interview at StarCompliance
✨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.
