Found Description
About the Role
SugarCRM is hiring a Technical Support Manager to lead frontline support execution across your designated region. This role is foundational to our support delivery strategy—ensuring timely, high‑quality technical support through clear operational oversight, team performance management, and hands‑on execution.
Impact you will make in the role
- Own daily support execution for your region, ensuring consistent performance against operational goals and SLAs
- Manage and optimize staff coverage, team availability, and queue balancing in collaboration with Support Operations and Workforce Planning
- Ensure each team member is accountable for owning cases end‑to‑end and delivering high‑quality, timely support, with appropriate handoffs for complex escalations
- Lead, coach, and develop a team of frontline support specialists and senior specialists, reinforcing a culture of ownership, rigor, and delivery
- Monitor and...
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