Senior Technical Support Manager

We are looking for a Senior Manager, Technical Support to lead our global customer support function across two distinct teams: an L1 team of 6 analysts based in Cluj-Napoca, Romania, and a remote L2 team. You will own the operational performance, quality, and development of both teams, and you will be responsible for ensuring that the right work lands at the right level - with L1 handling high-volume, well-defined requests, and L2 owning complex, technical, and escalated cases.

This is a senior people leadership role. You will be close to the data and close to your teams, but your primary job is to raise the bar - on quality, on accountability, and on the strategic contribution that support makes to the business. You will set the direction for how both teams operate, how performance is measured, and how support insight is used to drive product and process improvement.

We have recently migrated from Zendesk to Pylon as our customer ticketing platform. We do not exp...