Technical Support Manager - B2B SaaS

This is a contract position for a Technical Support Manager to lead the customer support function for a leading RegTech SaaS company serving banking, fintech, and compliance sectors. The role involves managing a team, implementing support processes, and collaborating with product and engineering teams to resolve issues and improve product experience. The company offers reliable and world-class support to ensure mission-critical operations for highly regulated industries.

Requirements

• Lead and manage a team of support engineers.
• Develop and implement support processes.
• Monitor support tickets and ensure timely issue resolution.
• Collaborate with engineering, product, and QA teams.
• Track and report on support KPIs.
• Implement and optimize support tools.
• Identify opportunities for self-service and knowledge base expansion.
• Drive continuous improvement in support efficiency, customer experience, and team capability.
• Represent customer insights.
• Excellent communication and stakeholder management skills.