Technical Support Manager

When you join Exclaimer you will join a global award-winning SaaS provider with an exceptional revenue rate, ambitious growth plans, and an inclusive and outcomes-driven culture. Exclaimer is a high-growth SaaS company with 300+ colleagues across the UK, US, Europe, and Asia-Pacific. We promote a people-first culture built on fairness, inclusion, psychological safety, and continuous learning. As we evolve into a multi-channel platform for branded business communications, we offer employees the opportunity to shape the future of global communication—while growing their careers in a culture where curiosity, creativity, and accountability thrive. We’re officially Great Place To Work Certified™ Exclaimer has been recognised by Great Place To Work® for our culture of collaboration, trust, and growth. This certification reflects our commitment to creating an environment where every voice matters and people genuinely enjoy coming to work. See our accreditations to learn more: Great Place to Work® UK | Great Place To Work® USA About the opportunity 👇 Role Purpose As Technical Support Manager (Fixed-Term), you are responsible for the day-to-day operation of the technical support team and the strategic and process direction of the function. This role requires someone who can hit the ground running and absorb the outgoing manager's responsibilities with minimal ramp-up time. You manage Technical Support Engineers, drive performance against clear goals, and ensure complex escalations from Tier 1 are resolved to a consistently high standard. This role carries genuine strategic ownership — you will define how Tier 2 operates, own the processes that underpin it, set the standards for case handling, quality, and team capability, and report regularly to the Director of Customer Service on performance, risks, and where the function needs to go next. You are expected to bring a clear point of view on both strategy and process, not just manage what is in front of you. Key Responsibili