Technical Support Manager

Working Pattern: Full-time | Monday - Friday: 9:00am – 6:00pm GMT About the role Our Support team is at the heart of Attio's customer experience — maintaining an exceptional 98% CSAT average over the past six months. We hold ourselves to an incredibly high standard at every stage of the customer journey, ensuring that every interaction reflects our commitment to clarity, care, and quality. As a Technical Support Manager, you'll lead and develop a team of Technical Support Specialists responsible for delivering that experience at scale. You'll coach and support the team, drive operational excellence, and build the systems and processes that enable us to provide world‐class support as Attio continues to grow. This is a role for someone who loves developing people, solving complex operational challenges, and building for scale. You'll partner closely with Product, Engineering, Marketing, and Operations to improve the customer experience, advocate for customer needs, and help shape the future of both our support function and our product. You'll play a key role in maintaining the standards that make our customers love Attio — while helping us raise the bar even further as we grow. What you'll do In this role, you'll lead and develop a team of Technical Support Specialists while helping shape the systems, processes, and customer experiences that enable Attio to scale. You'll combine customer empathy, technical expertise, and operational excellence to deliver world‐class support. Team leadership and coaching: Hire, onboard, coach, and develop a high‐performing team of Technical Support Specialists, fostering a culture of accountability, growth, and customer obsession. Customer support excellence: Lead by example and ensure the team consistently delivers fast, thoughtful, and technically sound support while maintaining high customer satisfaction. Technical escalation management: Partner with the team to resolve complex customer issues, working closely with Product and Engineering to drive timely resolutions and improve the customer experience. Customer advocacy: Represent the voice of the customer across Attio, surfacing feedback, identifying trends, and helping inform product and operational decisions. Process and operational improvement: Build scalable systems, workflows, and support processes that reduce friction, improve quality, and enable the team to grow effectively as the business scales. Cross‐functional collaboration: Partner closely with Product, Engineering, Marketing, and Operations to improve customer outcomes and contribute to Attio's product roadmap. Performance ownership: Own team performance, reporting on key support metrics, operational health, and customer satisfaction while driving continuous improvement. What you'll bring We're looking for a customer‐obsessed leader who combines strong technical judgement, operational excellence, and a passion for developing high‐performing teams. Leadership experience: 3+ years building, managing, and developing remote B2B support teams, with a track record of coaching individuals and improving team performance. Proven experience: 5+ years in customer‐facing roles supporting technical SaaS products, ideally within a start‐up or high‐growth environment. Technical capability: Confident troubleshooting APIs, AI products, CRMs, integrations, and workflow tools, and partnering effectively with technical stakeholders. Customer empathy: Deep empathy for customers paired with the ability to balance their needs with broader business goals. Builder mindset: Experience creating systems, processes, and tooling that improve outcomes for customers and internal teams. Operational excellence: Highly organised, data‐driven, and dependable, with strong judgement and a focus on execution. Collaborative mindset: A strong cross‐functional partner who thrives in fast‐moving, early‐stage environments. #J-18808-Ljbffr