Technical Support Manager, Exclaimer
Professional email signature solutions
Be an early applicant
Professional email signature solutions
201-500 employees
Be an early applicant
201-500 employees
Company mission
To provide world-class on-premises and cloud-based email signature software and solutions for Microsoft 365.
Role
Who you are
- 4+ years of technical support experience, including 1–2 years in a supervisory or team leadership role, preferably in a B2B SaaS environment
- Proven ability to manage, mentor, and coach technical support teams, with a strong understanding of support operations, service delivery, and customer experience best practices
- Hands-on experience troubleshooting email infrastructure, including Microsoft 365 (Exchange Online), Active Directory, and Google Workspace (Gmail), with demonstrated expertise in diagnostic log analysis and complex issue resolution
- Strong analytical and problem-solving skills, with the ability to manage competing priorities and perform high-level data analysis in a fast-paced environment
- Excellent written and verbal communication skills, with the ability to convey technical information to diverse audiences and a strong customer-focused approach
- Proficiency with support platforms and tools such as Zendesk (preferred) and Salesforce CRM
- Attention to detail with numerical accuracy and ability to perform high-level data analysis
- MS-900 Microsoft 365 Fundamentals certification or similar
What the job involves
- As the Technical Support Manager, you will lead our dynamic team of Support Engineers in the US, reporting directly to the Head of Technical Support, US
- This is a hands-on management role requiring both advanced technical expertise and strong people management skills
- You will actively resolve customer tickets, assist your team with complex technical issues, and proactively manage daily operations
- Your primary goals include maintaining exceptional customer satisfaction, mentoring your team to high performance, and continuously improving support processes
- In this role you will also manage escalations in collaboration with the Incident Manager as well as take an important role in vital projects to drive continuous improvement within the technical support team
- Manage, coach, and develop a team of Support Engineers, fostering a collaborative and high-performing team culture
- Conduct regular one-on-one meetings, provide feedback, and set clear objectives aligned with departmental KPIs and overall business goals
- Identify training needs for team members and work with the Head of Technical Support, US to develop personal development plans for all team members
- Motivate and inspire the team to achieve high levels of customer satisfaction and operational excellence
- Provide consistent and relevant feedback for team members taking an active part in the QA process
- Oversee the day-to-day operations of the technical support team, ensuring timely and effective resolution of customer issues while developing and implementing best practices and standard operating procedures
- Actively handle and resolve customer support tickets, balancing your own queue alongside managerial responsibilities
- Conduct remote troubleshooting sessions directly with customers, addressing complex or escalated technical issues professionally and efficiently
- Monitor key performance indicators (KPIs) such as customer satisfaction and resolution times and analyze customer feedback to identify opportunities for improvement in product design, documentation, and support processes
- Demonstrate outstanding written and verbal communication skills, exhibiting patience, empathy, and professionalism in all customer interactions
- Proactively address escalated or challenging customer interactions, converting difficult situations into positive customer experiences and building strong relationships with key customers and partners
- Escalate critical customer issues to appropriate internal teams and ensure timely resolution
- Participate actively in quality assurance activities and audits, applying insights to drive continuous improvement
- Serve as a senior escalation point for your team, providing expert-level troubleshooting and root-cause analysis
- Manage incidents in real time collaborating with our engineering team to resolve, keeping engineers and customers informed on status and progress
- Work with product teams to address common customer issues and provide feedback on required features and updates to improve the experience of our tool
- Collaborate closely with internal teams (Engineering, Product, Customer Success and Sales) to address complex issues and advocate customer needs clearly and effectively
- Maintain a deep understanding of the company's products and services
- Stay abreast of industry trends and emerging technologies
- Provide technical guidance and support to the team as needed
- Reporting To
- Roy Lu
Application process
- Stage 1: applied
- Stage 2: Review
- Stage 3: Call with our Talent team
- Stage 4: interview
Our take
Exclaimer is an email signature management platform, capitalising on the fact that despite competition from communication companies like Slack, the majority of businesses still work with traditional email technology like Outlook for internal communications.
With email and intranet systems entrenched in both legacy and startup companies, Exclaimer has a market built into its Microsoft and Google-compatible software. It has also capitalised on the use of personalised signatures and brands for email marketing and data collating, with customers including the likes of Sony, Bank of America, and the BBC.
Exclaimer’s USP is its easy-to-use design tools that allow businesses to create and tailor for team-specific purposes their own footers through a centralised dashboard. With substantial funding awarded in 2020, Exclaimer continues to develop its product suite for the cloud and expand its global footprint, thus keeping up with younger competitors.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Funding (2 rounds)
Dec 2020
$133m
GROWTH EQUITY VC
Dec 2016
$30m
GROWTH EQUITY VC
Total funding: $163m
Company benefits
- Join a fast-growing SaaS company
- Work in an exciting, collaborative environment
- Hybrid/remote working
- Casual dress code
- Flexible Schedule
- Paid Time Off
Company HQ
Farnborough, UK
Leadership
Marco Costa
(CEO, not Founder)Previously Advisory Board Member at Startup Portugal, COO at Talkdesk, CEO at TIMWETECH and Co-Founder at Coimbra Genomics.
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