Where do you fit?
SugarCRM is hiring a Manager of Technical Support to lead frontline support execution across your designated region. This role is foundational to our support delivery strategy—ensuring timely, high-quality technical support through clear operational oversight, team performance management, and hands-on execution.
As a Customer Technical Support Leader, you will manage a team of Technical Support Specialists and Senior Specialists. You will be accountable for support availability, performance, and customer experience in your region, driving measurable improvements in key metrics such as case resolution time, SLA adherence, escalations, and customer satisfaction. You’ll also work closely with your global peers, Product, and Support Operations to continuously raise the bar on operational excellence and user outcomes.Impact you will make in the role:Own daily support execution for your region, ensuring consistent performance against operational goals and SLAsManage and optimize staff coverage, team availability, and queue balancing in collaboration with Support Operations and Workforce PlanningEnsure each team member is accountable for owning cases end-to-end and delivering high-quality, timely support, with appropriate handoffs for complex escalationsLead, coach, and develop a team of frontline support specialists and senior specialists, reinforcing a culture of ownership, rigor, and deliveryMonitor and improve case handling efficiency, FRT, resolution time, and overall support qualityConduct regular 1:1s, coaching sessions, and performance reviews with clarity and transparencyImplement and reinforce global support workflows, documentation practices, SOPs, and case management standardsPartner with Support Operations to adopt and roll out new tools, QA standards, and enablement programs across the teamDrive continuous improvements in case flow efficiency, escalation prevention, and internal collaborationServe as an accountable point of contact for customer escalations within your region, ensuring visibility, timely action, and clear internal coordinationElevate the voice of the customer through clear documentation of pain points and feedback loops with Product and EngineeringSupport implementation readiness and customer transitions in partnership with other cross-functional teamsWhat you will bring:2 years of experience in people leadership roles within a technical support environmentProven ability to drive support team performance, productivity, and accountability at a regional or functional levelStrong understanding of case management principles, support tooling, and SLA-driven operationsDemonstrated success implementing performance improvement plans and structured coachingExcellent organizational and execution skills with a bias toward action and clarityEffective communicator, able to lead with transparency and inspire commitment to goalsFamiliarity with Salesforce, HubSpot, or similar platforms; CRM product exposure preferredPreferred Qualifications:Experience leading support delivery teams in SaaS or enterprise software environmentsWorking knowledge of CRM systems (SugarCRM preferred) and technical troubleshooting processesExposure to operational frameworks such as ITIL, Six Sigma, or Agile service managementUnderstanding of workforce forecasting, support analytics, and case routing logic