Technical Customer Support Manager

Hiring Location

This is a remote position. We are accepting applications from candidates in the following locations for this exciting opportunity:

• USA: Florida, New Jersey, New York, Pennsylvania and Massachusetts

About Phorest

Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally – that’s one million salons and a billion-dollar company.

We are growing and would like to add a new member to our team. You will join a group of highly motivated individuals, to help us grow Phorest faster.

The Opportunity

We’re looking for an experienced, client-focused, and metrics-driven Customer Support Team Manager to lead our North American Support Team.

This role is ideal for someone who takes real pride in building high-performing teams and measures success through customer outcomes and team growth. You’ll play a critical role in delivering exceptional customer experiences while driving operational efficiency, performance, and continuous improvement.

You’ll need a strong balance of empathy, leadership, and hands-on problem-solving, with the confidence to introduce new processes and systems that elevate service quality at scale.

What You’ll Do

• Lead, coach, and develop a high-performing team of support agents through regular 1:1s, feedback, and performance management

• Ensure the team consistently meets and exceeds KPIs, with a strong focus on customer satisfaction and operational efficiency

• Own and manage critical escalations, acting as the regional point of contact while collaborating with global teams

• Monitor team capacity and proactively plan hiring needs in partnership with Talent

• Onboard new hires and drive continuous learning through training and development initiatives

• Act as a subject matter expert on our salon management software, supporting both team members and customers

• Provide regular insights to senior leadership on performance, trends, and opportunities for improvement

• Support the team hands-on when needed, taking ownership of complex L2+ customer issues and technical investigations

• Partner with global stakeholders to roll out new processes and systems across the region

Who You Are

• Customer-obsessed, with a genuine passion for delivering great experiences.

• A natural people leader who enjoys mentoring, coaching, and developing others.

• A practical problem-solver who stays calm and solutions-focused under pressure.

• An excellent communicator, confident engaging with both teams and senior stakeholders.

• Data-driven, using KPIs and insights to guide decisions and drive improvement.

• Decisive and accountable, even in challenging situations.

• Comfortable with regular travel as part of the role.

• Comfortable handling technical customer issues at L2 level and above.

What You Bring

• 5+ years of experience in a technical support team that serves external customers, preferably in a SaaS environment.

• 5+ years of direct customer-facing experience.

• 3+ years of experience managing a technical team of 10+ people in a support function.

• Strong knowledge of both Mac and Windows operating systems.

• Experience working with small business owners and a passion for helping them succeed.

• Hands-on experience with POS software.

• Proficiency with Zendesk, Slack, Jira, and Notion.

• Ability to work in a quiet, distraction-free environment during shifts.

• Experience collaborating with Product & Development teams is a plus.

• Background in internal training and team development is advantageous.

Benefits

🧘Your wellbeing is important to us - we provide private healthcare, 2 Wellness Days, an employee assistance program and a free online GP service.

💰As part of our Financial Wellbeing, we provide competitive Compensation, an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection.

🚵🏿 We help you travel by providing a bike to work scheme as well as tax saver transport tickets.

🦸‍♀️We support the women who work in Phorest by offering 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause.

🍼We care for your family and provide Enhanced Maternity and Paternity Benefits.

🌳We grow our own timber! We provide a great learning environment and extensive development opportunities. We run development programs and provide access