Technical Support Manager

Responsibilities

• ▹Hire, onboard, coach, and develop a high-performing team of Technical Support Specialists, fostering a culture of accountability, growth, and customer obsession
• ▹Lead by example and ensure the team consistently delivers fast, thoughtful, and technically sound support
• ▹Partner with the team to resolve complex customer issues, working closely with Product and Engineering
• ▹Represent the voice of the customer across Attio, surfacing feedback and trends to inform product and operational decisions
• ▹Build scalable systems, workflows, and support processes that reduce friction and improve quality
• ▹Partner closely with Product, Engineering, Marketing, and Operations to improve customer outcomes
• ▹Own team performance, reporting on key support metrics, operational health, and customer satisfaction

Requirements

• ▹3+ years building, managing, and developing remote B2B support teams
• ▹5+ years in customer-facing roles supporting technical SaaS products, ideally within a start-up or high-growth environment
• ▹Confident troubleshooting APIs, AI products, CRMs, integrations, and workflow tools
• ▹Deep empathy for customers paired with the ability to balance their needs with broader business goals
• ▹Experience creating systems, processes, and tooling that improve outcomes for customers and internal teams
• ▹Highly organised, data-driven, and dependable, with strong judgement and a focus on execution

Soft skills

About the company

Attio is the CRM built for the AI era, giving the most ambitious go-to-market teams the power to understand every customer and automate at scale. The company has raised $116M from investors including GV (Google Ventures), Redpoint, Balderton, Point Nine, and 01A.