Regional Technical Support Manager

- I require leadership experience, including a minimum of 5 years in a people leadership role within a technical support or customer support organization. - I need candidates who have directly managed support specialists and/or senior-level agents, not just led projects or been team leads without direct reports. - I expect demonstrable experience owning support availability, queue management, and performance against SLAs, as well as experience balancing coverage planning and team utilization, ideally with global or regional scope. - Candidates must exhibit facilitated performance coaching and accountability, having managed structured 1:1s, performance reviews, and coaching plans, along with experience implementing performance improvement plans (PIPs). - I seek individuals comfortable managing metrics such as first response time (FRT), customer satisfaction (CSAT), escalation rates, and resolution time while driving continuous improvement. - It is essential to have handled customer escalations directly and navigated cross-functional resolutions in partnership with Product or Engineering. - Strong organizational and execution skills are necessary, as well as experience in a fast-paced, service-oriented environment. - I highly value experience leading support delivery teams in SaaS or enterprise software environments, along with a working knowledge of CRM systems and technical troubleshooting processes. - Exposure to operational frameworks like ITIL, Six Sigma, or Agile service management as well as an understanding of workforce forecasting, support analytics, and case routing logic is highly desirable.