Customer Software Support Manager (Les)

Technical Customer Support Manager

The role ensures effective handling of customer incidents, supports reliable system performance, and contributes to a consistent and high‑quality service experience across the customer lifecycle within a fast‑paced, technology‑driven environment.

Key Responsibilities

• Lead and develop a multi‑level customer support function, ensuring effective collaboration across frontline and technical support teams.
• Oversee the resolution of customer incidents, ensuring issues are handled efficiently, prioritised appropriately, and escalated when required.
• Act as a senior point of escalation for complex or high‑impact technical cases, supporting teams in diagnosis and resolution.
• Maintain the ability to engage directly in technical troubleshooting when needed, including analysing integrations, reviewing logs and interpreting API behaviour.
• Ensure a high standard of support during merchant onboar...