IT/Computer - Other IT/Computer South Africa FULL TIME Job Summary Location: Fully Remote Employment Type: Full-Time Industry: B2B SaaS | RegTech | Customer Support WatersEdge Solutions is partnering with a fast-growing RegTech SaaS company to recruit an experienced Technical Support Manager to lead global customer support operations. This is a senior-level, hands-on opportunity to drive service excellence, team performance, and customer satisfaction across a multicultural, fully remote support team. About the Role Reporting to the CTO, you’ll manage end-to-end support operations, lead a global team, and ensure delivery of best-in-class service to enterprise clients. You'll oversee escalations, performance metrics, and the continuous optimisation of support processes. This role blends strategic leadership with technical acumen, offering the opportunity to shape a scalable, high-performing support environment. Key Responsibilities * Manage daily global support operations and monitor SLA, FCR, CSAT, and audit metrics * Recruit, coach, and lead a multicultural team of customer support specialists * Oversee escalated issues and act as the senior escalation point for high-value customers * Maintain and improve internal documentation, SOPs, and operational playbooks * Ensure global shift coverage, especially across Arabic and English-speaking regions * Work cross-functionally with product, engineering, and sales teams to relay customer insights * Drive automation, self-service tools, and innovation within the support function * Analyse feedback and support metrics to inform strategy and improve outcomes What You’ll Bring * Bachelor’s or Master’s in Computer Science, Engineering, or related field * 7+ years of experience in customer support, with 2+ years in a management role * Deep understanding of SaaS support operations, performance tracking, and QA * Experience with support ticketing platforms (Freshdesk, Zendesk, HubSpot) * Strong communication skills in English and Arabic (both written and verbal) * Proven ability to manage escalations, handle high-value clients, and lead teams globally * Technical proficiency in API/SDK troubleshooting and documentation management * Data-driven mindset with experience interpreting support analytics Nice to Have * Experience supporting clients in regulated industries (e.g., fintech, crypto, mobility) * Familiarity with product support documentation, integration guides, and DevOps collaboration * Previous exposure to global SaaS scaling environments What’s On Offer * Fully remote, flexible work environment * High-impact leadership role with cross-functional collaboration * Competitive salary and global team engagement * Opportunity to shape a best-in-class support function in a fast-growth SaaS company Company Culture WatersEdge Solutions works with clients pushing boundaries in tech and compliance. You’ll join a mission-driven team dedicated to innovation, global collaboration, and customer success. If you thrive in fast-paced environments where your leadership makes a measurable impact, this is your platform to grow. *If you have not been contacted within 10 working days, please consider your application unsuccessful.* WatersEdge Solutions Recruiter