Senior Manager Technical Support - Remote

About the Role

Contentful is hiring a Senior Manager Technical Support to join our growing team. This remote position focuses on leading our EMEA Technical Support team as we scale in line with the company’s rapid expansion. As a Senior Leader, you will play a crucial role in redefining our processes and methods, ensuring excellence in every interaction with our customers.

What You'll Do

• Build, lead, coach, and mentor a team of technical support engineers and support representatives.
• Help execute a global Customer Support strategy that delivers world-class support to all of Contentful’s users.
• Ensure consistent execution of our Support objectives, measured by CSAT, speed, and quality of Service Levels.
• Continuously innovate and improve our Support model, processes, and tools for the best customer experience.
• Collaborate closely with Sales and Solutions teams to position the value of Contentful Technical Support during the pre-sales cycle.
• Work cross-functionally with Product Management, Engineering, and Customer Success to enhance customer engagement.
• Provide regular management reports on progress against metrics for reviews.

Requirements

• 7+ years of experience building and leading technical support teams or similar customer-facing functions.
• Experience partnering with sales teams in complex SaaS pre-sales cycles.
• Background in a high-growth software company is a plus.
• Experience with incident management processes and SLA adherence.
• Strong communication skills for cross-functional alignment.
• Ability to thrive in ambiguity and create clarity for the organization.
• Demonstrated experience handling customer escalations effectively.

Nice to Have

• Experience with managing teams across different geographical locations.
• Familiarity with customer-facing documentation and RCA processes.
• Proven adaptability to change in a fast-paced environment.

What We Offer

• Competitive salary in the range of $120,000 - $150,000 annually.
• Remote work flexibility, allowing you to work from anywhere.
• Opportunity to lead and grow a dedicated team in a rapidly expanding company.
• Comprehensive benefits package including health and wellness programs.
• Professional development opportunities to enhance your skills.
• Collaborative and inclusive company culture.