Technical Support Manager in London

Location: Fully RemoteEmployment Type: Full-TimeIndustry: B2B SaaS | RegTech | Customer Support

About the RoleWatersEdge Solutions is partnering with a fast-growing RegTech SaaS company to recruit an experienced Technical Support Manager to lead global customer support operations. This is a senior-level, hands-on opportunity to drive service excellence, team performance, and customer satisfaction across a multicultural, fully remote support team.

Reporting to the CTO, you\’ll manage end-to-end support operations, lead a global team, and ensure delivery of best-in-class service to enterprise clients. You\\\’ll oversee escalations, performance metrics, and the continuous optimisation of support processes. This role blends strategic leadership with technical acumen, offering the opportunity to shape a scalable, high-performing support environment.

Key Responsibilities

Manage daily global support operations and monitor SLA, FCR, CSAT, and audit metrics

Recruit, coach, and lead a multicultural team of customer support specialists

Oversee escalated issues and act as the senior escalation point for high-value customers

Maintain and improve internal documentation, SOPs, and operational playbooks

Ensure global shift coverage, especially across Arabic and English-speaking regions

Work cross-functionally with product, engineering, and sales teams to relay customer insights

Drive automation, self-service tools, and innovation within the support function

Analyse feedback and support metrics to inform strategy and improve outcomes

What You\’ll Bring

Bachelor\’s or Master\’s in Computer Science, Engineering, or related field

7+ years of experience in customer support, with 2+ years in a management role

Deep understanding of SaaS support operations, performance tracking, and QA

Experience with support ticketing platforms (Freshdesk, Zendesk, HubSpot)

Strong communication skills in English and Arabic (both written and verbal)

Proven ability to manage escalations, handle high-value clients, and lead teams globally

Technical proficiency in API/SDK troubleshooting and documentation management

Data-driven mindset with experience interpreting support analytics

Nice to Have

Experience supporting clients in regulated industries (e.g., fintech, crypto, mobility)

Familiarity with product support documentation, integration guides, and DevOps collaboration

Previous exposure to global SaaS scaling environments

What\’s On Offer

Fully remote, flexible work environment

High-impact leadership role with cross-functional collaboration

Competitive salary and global team engagement

Opportunity to shape a best-in-class support function in a fast-growth SaaS company

Company CultureWatersEdge Solutions works with clients pushing boundaries in tech and compliance. You\’ll join a mission-driven team dedicated to innovation, global collaboration, and customer success. If you thrive in fast-paced environments where your leadership makes a measurable impact, this is your platform to grow.

If you have not been contacted within 10 working days, please consider your application unsuccessful.

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