SaaS Technical Support Leader | Flexible Hours & Growth

CitNOW Group; Stirling; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading automotive solutions provider is seeking a Technical Support Manager based in Stirling. This role involves leading a high-performing Customer Support team, driving performance through process improvements, and ensuring exceptional service delivery across a range of SaaS products. The ideal candidate will have over 5 years of experience in customer support leadership and a strong background in data analysis and team management. The position offers flexible working options and an excellent benefits package that prioritizes employee wellbeing.

Benefits

Flexible working hours

Additional paid leave for wellbeing

Continuous learning opportunities

Qualifications

• 5+ years of experience in a Customer Support leadership role is essential.
• Proven ability to coach, develop and inspire high-performing teams.
• Experienced in data analysis and reporting across metrics such as CSAT, NPS & SLA’s.

Responsibilities

• Lead and develop a high-performing, scalable Customer Support function.
• Drive performance and scalability through process evolution.
• Collaborate with People team to manage hiring and onboarding.

Skills

Customer service passion

People management

Problem-solving

Process improvement

Data analysis

Tools

Salesforce

ServiceNow

Microsoft Office 365

Job description

A leading automotive solutions provider is seeking a Technical Support Manager based in Stirling. This role involves leading a high-performing Customer Support team, driving performance through process improvements, and ensuring exceptional service delivery across a range of SaaS products. The ideal candidate will have over 5 years of experience in customer support leadership and a strong background in data analysis and team management. The position offers flexible working options and an excellent benefits package that prioritizes employee wellbeing.