Customer Technical Support Manager

 

Description:

We are looking for an experienced and Customer Technical Support Manager to lead our technical support function and ensure a high-quality support experience for our real-estate CRM users.

 

The ideal candidate will have strong experience in technical/software support, team management, troubleshooting, customer communication, and coordination with product and development teams.

 

Key Responsibilities

 

Lead and manage the Technical Support team and day-to-day support operations.

Handle complex technical issues and customer escalations.

Monitor and improve response and resolution times for customer queries.

Ensure customers receive timely, professional, and effective technical support.

Troubleshoot CRM-related issues and guide the support team in resolving technical problems.

Coordinate with developers, QA, and product teams to investigate and resolve software bugs and system issues.

Track reported issues and ensure proper follow-up until resolution.

Maintain and improve technical support processes, SOPs, FAQs, and knowledge bases.

Monitor support tickets, customer complaints, recurring issues, and team performance.

Identify recurring technical problems and recommend product or process improvements.

Conduct product training and onboarding sessions for customers and support staff.

Assist in testing new CRM features, releases, integrations, and system updates.

Prepare regular support performance reports for management.

Establish and monitor support KPIs such as response time, resolution time, ticket backlog, customer satisfaction, and issue recurrence.

Work closely with the Sales, Customer Success, Product, and Development teams to improve the overall customer experience.

Ensure proper documentation of customer issues, solutions, and technical procedures.

Requirements

 

3+ years of experience in technical support, software support, CRM support, SaaS support, or a related field.

At least 1–2 years of experience managing or leading a technical/customer support team.

Strong troubleshooting and problem-solving abilities.

Good understanding of web-based software and CRM platforms.

Excellent communication and customer-handling skills.

Ability to manage technical escalations and difficult customer situations professionally.

Strong coordination skills with developers and technical teams.

Good knowledge of ticketing/helpdesk systems and support workflows.

Strong documentation and reporting skills.

Good English communication skills, both written and verbal.

Ability to work in a fast-paced technology environment.