Tech Support Delivery Manager
Tech Support Delivery Manager
Posted on :
29-07-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
At Softgic we work with the most talented people those who create who love what they do and who bring 100% attitude because that s our #Coolture. Join our mission to make life easier through technology and become part of our team as a Tech Support Delivery Manager.
Compensation:
COP 20M - 22.5M/month.
Location:
Remote (for Colombia residents).
Mission of Softgic:
In Softgic S.A.S. we work for the digital and cognitive transformation of our clients aware that quality is an essential factor for us we incorporate the following principles into our policy:
In Softgic S.A.S. we work for the digital and cognitive transformation of our clients aware that quality is an essential factor for us we incorporate the following principles into our policy:
- Deliver quality products and services.
- Achieve the satisfaction of our internal and external clients.
- Encourage in our team the importance of training to grow professionally and personally through development plans.
- Comply with the applicable legal and regulatory requirements.
- Promote continuous improvement of the quality management system.
What makes you a strong candidate:
- You are expert in people management and technical support.
- You are proficient in quality assurance case management coaching and workforce planning.
- English - Native or fully fluent.
Responsibilities and more:
- Own daily support execution for the region ensuring performance against operational goals and SLAs.
- Manage and optimize staff coverage availability and queue balancing with Support Operations and Workforce Planning.
- Ensure team members own cases end-to-end and provide high-quality timely support escalating when needed.
- Lead coach and develop the support team fostering a culture of ownership rigor and delivery.
- Monitor and improve case handling efficiency first response time (FRT) resolution time and support quality.
- Conduct regular 1:1s coaching sessions and performance reviews.
- Implement and reinforce global workflows SOPs case management standards and documentation practices.
- Collaborate with Support Operations to roll out new tools QA standards and training programs.
- Drive improvements in case flow escalation prevention and internal collaboration.
- Act as the regional point of contact for customer escalations ensuring timely coordinated responses.
- Elevate customer feedback and pain points to Product and Engineering.
- Support implementation readiness and customer transitions across teams.
Requirements
- 5 years of experience in people leadership roles within a technical support environment.
- Proven ability to drive support team performance productivity and accountability at a regional or functional level.
- Strong understanding of case management principles support tooling and SLA-driven operations.
- Demonstrated success implementing performance improvement plans and structured coaching.
- Excellent organizational and execution skills with a bias toward action and clarity.
- Effective communicator able to lead with transparency and inspire commitment to goals.
- Familiarity with Salesforce HubSpot or similar platforms (CRM product exposure preferred).
- Good English skills B2 level or higher.
Preferred:
- Experience leading support delivery teams in SaaS or enterprise software environments.
- Working knowledge of CRM systems (SugarCRM preferred) and technical troubleshooting processes.
- Exposure to ITIL Six Sigma or Agile service management frameworks.
- Understanding of workforce forecasting support analytics and case routing logic.
Benefits
- Were certified as a Great Place to Work.
- Opportunities for advancement and growth.
- Paid time off.
- Formal education and certifications support.
- Benefits with partner companies.
- Referral program.
- Flexible working hours.
5+ years of experience in people leadership roles within a technical support environment. Proven ability to drive support team performance, productivity, and accountability at a regional or functional level. Strong understanding of case management principles, support tooling, and SLA-driven operations. Demonstrated success implementing performance improvement plans and structured coaching. Excellent organizational and execution skills, with a bias toward action and clarity. Effective communicator, able to lead with transparency and inspire commitment to goals. Familiarity with Salesforce, HubSpot, or similar platforms (CRM product exposure preferred). Good English skills B2+ level or higher. Preferred: Experience leading support delivery teams in SaaS or enterprise software environments. Working knowledge of CRM systems (SugarCRM preferred) and technical troubleshooting processes. Exposure to ITIL, Six Sigma, or Agile service management frameworks. Understanding of workforce forecasting, support analytics, and case routing logic.
Employment Type
Full Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
