ComplyAdvantage
Financial Technology
SeniorTechnicalSupportManager
Neural analysis suggests this role is
optimal for Manager candidates.
“Senior Technical Support Manager at ComplyAdvantage. Skills: People leadership, L1/L2 operations, Data-driven decisions, Customer service. Lead global customer support function. Own operational performance”
What You'll Achieve.
Raise the bar on quality; Raise the bar on accountability; Raise the bar on strategic contribution; Drive efficiency; Drive quality across teams; Improve L1 tooling; Improve L1 playbooks; Improve L1 self-service resources
Industry & Context.
Root cause analysis; Troubleshooting; Data-driven decision making
What They're Looking For.
Must Have
4+ years experience technical support, 2-3 years management experience, Managed managers or led multiple teams, Experience managing distributed or remote teams, Experience defining tiered support model, Experience configuring ticketing platforms, Experience reporting on ticketing platforms, Experience optimizing ticketing platforms, Experience working B2B SaaS environment, Ability to write clear responses, Ability to write crisp escalations, Calm under pressure, Decisive when matters, Triage competing priorities, Keep teams focused, Developer of people, Patient, Direct, Invested in bringing out best, Rewarding when someone improves, Unacceptable when standards slip, Collaborative, Low-ego, Work well with Engineering, Work well with Product, Work well with Customer Success, Comfortable managing across geographies
Nice to Have
L1/L2 experience strongly preferred, Pylon experience not required, Fast learning essential
What You'll Do.
Lead global customer support function
Own operational performance
Own development of teams
Ensure right work lands at right level
Raise the bar on quality
Raise the bar on accountability
Raise the bar on strategic contribution
Set direction for team operations
Set direction for performance measurement
Set direction for support insight usage
Drive product improvement
Drive process improvement
Pick up new systems quickly
Configure systems to work well
Continuously optimize systems
Set direction for both teams
Define operational boundary between L1 and L2
Maintain operational boundary between L1 and L2
Set clear performance expectations
Hold regular structured 1:1s
Actively performance-manage underperformance
Give direct constructive feedback
Set improvement goals
Follow through on goals
Create structured development paths
Prepare performers for step-up opportunities
Take ownership of service failures
Ensure root cause is understood
Embed lessons from failures
Maintain continuous training program
Identify knowledge gaps proactively
Ensure targeted training is in place
Build culture of accountability
Build culture of curiosity
Build culture of customer empathy
Partner with Singapore coverage
Ensure follow-the-sun continuity
Track automation progress
Report progress to leadership
Report regularly to senior stakeholders
Use L2 insight to improve L1 tooling
Use L2 insight to improve L1 playbooks
Use L2 insight to improve L1 self-service resources
Address training needs
Monitor recurring disruption patterns
Surface systemic risks to Product
Surface systemic risks to Engineering
How You'll Work.
Team & Collaboration
Work with Engineering; Work with Product; Work with Customer Success; Managing across geographies; Distributed team structures; Hybrid team structures
Communication Scope
Customer-facing responses; Internal escalations
Full Job Description
We are looking for a Senior Manager, Technical Support to lead our global customer support function across two distinct teams: an L1 team of 6 analysts based in Cluj-Napoca, Romania, and a remote L2 team. You will own the operational performance, quality, and development of both teams, and you will be responsible for ensuring that the right work lands at the right level — with L1 handling high-volume, well-defined requests, and L2 owning complex, technical, and escalated cases. This is a senior people leadership role. You will be close to the data and close to your teams, but your primary job is to raise the bar — on quality, on accountability, and on the strategic contribution that support makes to the business. You will set the direction for how both teams operate, how performance is measured, and how support insight is used to drive product and process improvement. We have recently migrated from Zendesk to Pylon as our customer ticketing platform. We do not expect you to have Pylon experience — but we do expect you to be the kind of person who picks up a new system quickly, configures it to work well, and continuously optimises it as the teams’ needs evolve. What We Are Specifically Looking For Four qualities matter most in this hire. They are called out here because they are non-negotiable, and because we want to be transparent about what success looks like. Proven senior people leadership. You have managed managers or led multiple teams, not just individual contributors. You are comfortable holding people accountable, having difficult conversations early, and building a culture where the team knows where it stands and feels supported to grow. This is not a first management role. Using data and AI to drive decisions and accountability. You use data as a matter of habit — to spot trends, quantify problems, and hold others accountable across both teams. You are genuinely curious about AI tools and how they can make the function smarter and faster. You can translat
Applying for this Senior Technical Support Manager role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about ComplyAdvantage?
Real rants from real employees. Read before you apply.