Senior Manager, Global Technical Support

Senior Manager, Global Technical Support

 

 

Location: Ireland (Office/Hybrid/Remote)

 

Position Summary:

 

We are seeking a highly experienced and results-oriented Senior Support Leader to join our team. The ideal candidate will have over 10 years of progressive experience in support management, customer success, and business transformation. This role requires a strategic thinker with a proven record of accomplishment in planning and executing transformational support strategies, improving customer success outcomes, and driving continuous improvement.

 

We will rely on you for the following:

 

• Develop and implement novel support structures and functions to support business growth and customer satisfaction.
• Collaborate with internal teams to improve processes and enhance customer experience.
• Implement and manage critical tooling infrastructure projects, including contact center, workforce management, and CRM solutions.
• Drive business transformation initiatives to streamline and automate customer experiences, resulting in significant cost savings.

 

What You Bring to The Team:

 

• Bachelor's degree in engineering and/or related field.
• Relevant Support or Project Related Certification
• Extensive experience in support management, customer success, and business transformation.
• Proven ability to lead and manage teams, drive continuous improvement, and achieve high customer satisfaction.
• Strong strategic planning, problem-solving, and communication skills.
• High emotional intelligence and ability to collaborate effectively with internal and external stakeholders.
• Experience with data analysis, project management, and operations management.

 

 

What would make you stand out:

 

• Experience in the software industry, particularly working in Global / Multinational SaaS or Technology organizations
• A demonstrated knowledge of global support functions and CRM implementation including automation of workflows to route cases to the right resources right time
• A fanatical support background with experience in resolving complex customer problems and/or escalations and how technology can assist in these scenarios.
• Proven record of accomplishment of achieving high customer and colleague satisfaction through management of teams and / or delivery of projects and programs
• Experience in implementing and managing large tool implementation projects such as CRM, WFM and Contact Centre.
• Managed and mentored teams or colleagues, ensuring high performance and professional growth.

 

 

What We Offer:

 

• A great Team and culture – please see our Recruitment Video.
• An exciting career as an integral part of a world-leading software company providing solutions for arc