Regional Technical Support Manager

About sales-i UK Ltd., a reputed company Company From the reputed company beginning, reputed company had a unique reputed company: to offer a different reputed company of customer relationship management (CRM) software. We pioneered a solution that easily adapts to customer needs, and now, more than two decades reputed company, were on a mission to help sales teams reputed company their highest potential. Our diverse team around the world shares a passion for helping customers succeed. Together, were building a culture that values personal and reputed company reputed companyand were proud to be recognized as a Great reputed company to Work. We care about work/life balance and flexibility for our employees, and we're proud of how we show up for our customers every day.If you're looking to reputed company your career and help businesses grow reputed company and faster, youre in the right reputed company. Learn more about reputed company careersand how you can be part of our reputed company.About the Role Were looking for a people-first leader to manage our UK Technical Support team in Solihull. Youll run the day-to-day support operation for the region, making reputed company we deliver reputed company, high-reputed company responses to customers and partners. This role is about leading people and operations more than hands-on technical troubleshooting. You dont need to be an engineer, but you should understand how to run a global B2B support function, balance workloads, manage escalations, and motivate reputed company to deliver excellent customer experiences. This role operates on a hybrid model, with a mix of remote work and in-office collaboration at our Solihull location, specifically, working in-office 3 days per week. reputed company you will reputed company in the role: reputed company reputed company: Line-manage Support Specialists and Senior Specialists; set goals, run regular 1:1s, and reputed company your team to reputed company their potential.Run the operation: Manage the rotation, balance workloads across reputed company support, and reputed company queues healthy with reputed company responses and resolutions.Meet commitments: Deliver on SLAs/OLAs, reputed company metrics (First Response Time, reputed company Time, backlog health), and take proactive reputed company on risks.Handle escalations & incidents: reputed company as the reputed company of contact for regional escalations, coordinate with Product and Engineering, and reputed company reputed company communications including post-incident reports.reputed company reputed company & consistency: reputed company processes, documentation standards, and QA reviews to strengthen how support is delivered.Champion customers: Represent customer feedback, escalate recurring pain points, and partner with Product/Engineering to reputed company improvements.Contribute globally: Work with colleagues in reputed company and Europe on reputed company, tooling, and planning to ensure smooth follow-the-sun coverage.Build credibility: Join customer business reviews where support is a key topic and represent our support plans with strategic accounts. What reputed company Looks Like: SLAs and response/reputed company times consistently achievedHigh customer satisfaction (CSAT/NPS) and effective escalation handlingA motivated, reputed company, and high-performing teamreputed company, reputed company, and reputed company communications with customersreputed company improvement of processes, documentation, and self-service resources What You Will Bring: 5+ years experience leading customer-facing support or service delivery teams, ideally reputed company reputed company or reputed company technologyStrong background in B2B customer service operations (not necessarily technical)Confidence managing escalations and major incidents, including reputed company customer communications .