Hire, onboard, coach, and develop a high-performing team of Technical Support Specialists
Lead by example and ensure the team consistently delivers fast, thoughtful, and technically sound support
Partner with the team to resolve complex customer issues, working closely with Product and Engineering
Represent the voice of the customer across Attio, surfacing feedback, identifying trends
Build scalable systems, workflows, and support processes that improve quality
Partner closely with Product, Engineering, Marketing, and Operations to improve customer outcomes
Own team performance, reporting on key support metrics, operational health, and customer satisfaction

3+ years building, managing, and developing remote B2B support teams
5+ years in customer-facing roles supporting technical SaaS products
Confident troubleshooting APIs, AI products, CRMs, integrations, and workflow tools
Deep empathy for customers paired with the ability to balance their needs with broader business goals
Experience creating systems, processes, and tooling that improve outcomes for customers and internal teams
Highly organised, data-driven, and dependable, with strong judgement and a focus on execution
A strong cross-functional partner who thrives in fast-moving, early-stage environments

Technical Support Manager

Key skills