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For Companies At a Glance
- Tasks: Lead a global support team and drive service excellence in a fully remote environment.
- Company: Join a fast-growing RegTech SaaS company with a mission-driven culture.
- Benefits: Enjoy a flexible, fully remote work environment and competitive salary.
- Why this job: Make a real impact by shaping a best-in-class support function.
- Qualifications: 7+ years in customer support, with strong leadership and technical skills.
- Other info: Collaborate across teams and thrive in a dynamic, innovative setting.
The predicted salary is between 36000 - 60000 £ per year.
Location: Fully Remote
Employment Type: Full-Time
Industry: B2B SaaS | RegTech | Customer Support
About the Role
WatersEdge 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 Culture
WatersEdge 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.
Technical Support Manager employer: WatersEdge Solutions
Contact Detail:
WatersEdge Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the SaaS and RegTech industries. A friendly chat can lead to insider info about job openings or even referrals that could give you a leg up.
✨Tip Number 2
Prepare for those interviews! Research the company, understand their products, and be ready to discuss how your experience aligns with their needs. We want you to shine when it’s your turn to talk!
✨Tip Number 3
Showcase your leadership skills! Be ready to share examples of how you've managed teams and handled escalations. We know you’ve got the chops, so let them see it!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Technical Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Technical Support Manager role. Highlight your leadership experience and any relevant SaaS support operations you've managed.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for this position. Share specific examples of how you've driven service excellence and improved customer satisfaction in previous roles.
Showcase Your Technical Skills: Since this role requires technical proficiency, be sure to mention your experience with API/SDK troubleshooting and any support ticketing platforms you've used. We want to see your technical acumen shine!
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This helps us keep track of your application and ensures it gets the attention it deserves!
How to prepare for a job interview at WatersEdge Solutions
✨Know Your Tech Inside Out
As a Technical Support Manager, you’ll need to demonstrate your technical proficiency. Brush up on API/SDK troubleshooting and be ready to discuss how you've handled escalations in the past. Familiarise yourself with common support ticketing platforms like Freshdesk or Zendesk, as this will show you're prepared for the role.
✨Showcase Your Leadership Skills
This role requires strong leadership, so be prepared to share examples of how you've successfully managed and coached teams. Think about specific instances where you improved team performance or customer satisfaction, and be ready to discuss your approach to fostering a multicultural team environment.
✨Understand the Metrics That Matter
Familiarise yourself with key performance indicators such as SLA, FCR, and CSAT. Be ready to discuss how you've used these metrics to drive improvements in support operations. Showing that you can analyse feedback and support analytics will set you apart from other candidates.
✨Communicate Effectively
Since this role involves working cross-functionally, strong communication skills are essential. Practice articulating your thoughts clearly, especially in English and Arabic. Prepare to discuss how you've collaborated with product, engineering, and sales teams to relay customer insights and drive innovation.
