Technical Customer Support Manager L1

Role purpose
The Support Center Manager is responsible for the day-to-day performance and management of a team of support agents, ensuring high-quality, timely and efficient handling of customer requests. The role combines people leadership, operational control & metrics continuous monitoring, and continuous improvement to deliver excellent customer experience while meeting SLOs, SLAs and productivity targets.

Key responsibilities
1. Team leadership & people management-Lead, motivate and organize a team of support agents, Support recruitment & onboarding
-Coach & develop team members (objective definitions, feedback, development, training needs & plans
2. Operational supervision
-Monitor real-time activity across all channels (phone, email, chat, portal) and adjust resources accordingly.
-Ensure cases/tickets are properly triaged, routed, and prioritized according to defined rules.
-Act as the first point of operational escalation for complex or sensitive customer issues.
-Coordinate with Level 2 and Level 3 support and other internal teams to resolve escalated cases.
-Ensure compliance with standard operating procedures, scripts, and knowledge base.
3. Customer experience & quality
-Supervise the quality of customer interactions through regular call and ticket monitoring.
-Use customer feedback (surveys, complaints) to identify improvement opportunities.
-Drive a customer-centric mindset within the team, ensure professional, and solution-oriented communication.
-Implement corrective actions when quality or customer satisfaction targets are not met.
4. Performance management & reporting
-Monitor and analyze KPIs (e.g. abandoned call rate, service level, average handling time…)
-Communicate on regular basis operational reports (daily/weekly/monthly)
-Identify trends and root causes for deviations from targets and define action plans.
-Follow up on action plans and report progress to management.
5. Process & continuous improvement
-Identify process gaps, inefficiencies, and recurring issues impacting customers or agents.
-Propose and help implement improvements to workflows, scripts, and knowledge base content.
-Participate in projects related to new tools, processes, or organizational changes affecting the support center.
-Contribute to UAT and pilots for new features and support tools.
6. Compliance & governance
-Ensure compliance with internal policies and external regulations (e.g. data protection, quality, regulations).
-Guarantee accurate documentation of cases and proper use of CRM/ticketing systems.
-Represent the support center in cross-functional meetings when required.

Education & experience
-Bachelor’s degree in business, IT, Customer Service Management, or equivalent experience.-3–5 years of experience in customer support / contact center / service desk environment.
-2-3 years in a managing position such as team lead or supervisory role

Skills
-Strong people management and coaching skills.-Excellent communication skills (written and oral).
-Good analytical skills and ease with KPIs, dashboards, and reports.
-Solid knowledge of customer service processes; experience with CRM / ticketing tools (e.g. Salesforce, ServiceNow, Zendesk, etc.).
-Ability to manage priorities and make decisions in a fast-paced environment.
-Intermediate English