Regional Technical Support Manager (Req #1784)
Solihull, United Kingdom
Customer Experience – Technical Support /
Full-Time /
Hybrid
About sales-i UK Ltd., a SugarCRM Company
From the very beginning, SugarCRM had a unique vision: to offer a different kind of customer relationship management (CRM) software. We pioneered a solution that easily adapts to customer needs, and now, more than two decades later, we’re on a mission to help sales teams reach their highest potential.
Our diverse team around the world shares a passion for helping customers succeed. Together, we’re building a culture that values personal and professional growth—and we’re proud to be recognized as a Great Place to Work. We care about work/life balance and flexibility for our employees, and we're proud of how we show up for our customers every day.
If you're looking to level up your career and help businesses grow better and faster, you’re in the right place. Learn more about SugarCRM careers and how you can be part of our journey.
About the Role
We’re looking for a people-first leader to manage our UK Technical Support team in Solihull. You’ll run the day-to-day support operation for the region, making sure we deliver timely, high-quality responses to customers and partners.
This role is about leading people and operations more than hands-on technical troubleshooting. You don’t need to be an engineer, but you should understand how to run a global B2B support function, balance workloads, manage escalations, and motivate a team to deliver excellent customer experiences.
This role operates on a hybrid model, with a mix of remote work and in-office collaboration at our Solihull location, specifically, working in-office 3 days per week.
Impact you will make in the role:
- Lead the team: Line-manage Support Specialists and Senior Specialists; set goals, run regular 1:1s, and coach your team to achieve their potential.
- Run the operation: Manage the rotation, balance workloads across frontline support, and keep queues healthy with timely responses and resolutions.
- Meet commitments: Deliver on SLAs/OLAs, track metrics (First Response Time, Resolution Time, backlog health), and take proactive action on risks.
- Handle escalations & incidents: Act as the point of contact for regional escalations, coordinate with Product and Engineering, and lead external communications including post-incident reports.
- Drive quality & consistency: Embed processes, documentation standards, and QA reviews to strengthen how support is delivered.
- Champion customers: Represent customer feedback, escalate recurring pain points, and partner with Product/Engineering to drive improvements.
- Contribute globally: Work with colleagues in North America and Europe on staffing, tooling, and planning to ensure smooth follow-the-sun coverage.
- Build credibility: Join customer business reviews where support is a key topic and represent our support plans with strategic accounts.
What Success Looks Like:
- SLAs and response/resolution times consistently achieved
- High customer satisfaction (CSAT/NPS) and effective escalation handling
- A motivated, engaged, and high-performing team
- Clear, timely, and professional communications with customers
- Continuous improvement of processes, documentation, and self-service resources
What You Will Bring:
- 5+ years’ experience leading customer-facing support or service delivery teams, ideally within SaaS or enterprise technology
- Strong background in B2B customer service operations (not necessarily technical)
- Confidence managing escalations and major incidents, including direct customer communications
- Sound understanding of support operations and service management practices (ITIL awareness a plus)
- Comfortable using CRM/support platforms
- Proven ability to lead and develop people, with a fair and transparent approach
- Calm under pressure, positive about change, and able to create clarity in ambiguous situations
We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of dedication, impact, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply if your experience is close to what we’re looking for. We also know that diversity of background and thought makes for better problem solving and more creative thinking, which is why we're dedicated to adding new perspectives to the team.
Benefits and Perks:
Beyond a stellar work environment, friendly people, and inspiring work, we have some sweet benefits and perks:
· UK Pension Scheme
· Private medical and dental insurance
· Health &Wellness Reimbursement Program
· Unpaid sabbatical leave
· Educational Resources - Career & Personal Development Program
· Various discount programs (i.e. travel, virtual exercises classes, etc.)
· We are a merit-based company with many opportunities to learn, excel and grow your career!
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