Customer Support Manager

About IDWise

At IDWise, we’re on a mission to redefine identity verification, enabling seamless, secure, and efficient digital experiences. Headquartered in London, UK, our diverse team spans 7 countries, serving disruptive tech ventures and large enterprises across four continents. We work in dynamic industries such as Fintech, Crypto, Banking, and Mobility.

About the Role

As Customer Support Manager, you will assume full responsibility for our global customer support operations. This includes oversight of day-to-day activities, performance management, escalation handling, and the development and coaching of a distributed, multicultural team. You will drive continuous service improvement, ensuring the delivery of best-in-class support to our clients worldwide.

As an Customer Support Manager, you will:

• Oversee daily operations, monitor key performance indicators, and implement continuous improvement initiatives to achieve service quality, SLA, and customer satisfaction targets.

• Recruit, train, and develop support specialists, nurturing a culture of excellence, collaboration, and professional growth.

• Establish and maintain QA processes, reporting on team performance (including SLA compliance, FCR, CSAT, and audit outcomes) and instigating corrective actions where necessary.

• Ensure the maintenance and regular updating of documentation, SOPs, and internal playbooks for operational consistency and efficiency.

• Personally manage high-value client relationships, oversee escalated incidents, and act as a senior escalation point for critical customer issues.

• Work cross-functionally with Product, Engineering, and Sales teams to relay customer insights, influence product and process enhancements, and resolve complex matters.

• Lead or contribute to initiatives aimed at enhancing customer self-service, automation, and support innovation.

• Analyse feedback, complaint data, and support metrics to identify trends and inform both immediate and long-term improvements.

• Ensure appropriate shift coverage across global time zones, supporting and enabling service delivery in both Arabic and English.

• Bachelor’s or Master’s degree in Computer Science, Information Systems, Engineering, or a related field.

• A minimum of seven years’ experience in customer support, with at least two years in a leadership or management capacity within a SaaS or technology company.

• Advanced knowledge of customer support ticketing systems (e.g., Freshdesk, Zendesk, HubSpot) and demonstrable ability to analyze and optimise ticket workflow and activity tracking.

• In-depth understanding of quality assurance, SLA compliance, and performance monitoring within a customer support function.

• Proven track record in recruiting, developing, and managing high-performing support teams, including setting KPIs and conducting regular performance reviews.

• Exceptional communication and stakeholder management skills, with fluency in both Arabic and English.

• Strong technical acumen, with the ability to oversee escalated technical issues, liaise with engineering/product teams, and implement process improvements.

• Demonstrated experience in handling escalated client incidents, complex complaint resolution, and direct engagement with VIP or high-value customers.

• Ability to manage shift scheduling, ensure adequate global coverage, and maintain operational continuity at all times.

• Data-driven approach to decision-making, with proficiency in interpreting support analytics and driving continuous improvement initiatives.

• Proficiency in troubleshooting SDK and API integration issues, with the ability to guide customers in complex integration setups.

• Competence in maintaining, updating, and simplifying customer-facing technical documentation, including guides for API usage, SDK integration, and product configuration.