Lead Technical Customer Success Manager

About the role

The Lead Technical Customer Success Manager is a senior member of the Customer Success function, accountable for delivering an exceptional support experience for Bipsync clients and for leading the day-to-day operation of the client support team. You will own the support workflow end-to-end—triage, escalation, resolution, communication, and continuous improvement—ensuring issues are handled with urgency, clarity, and high quality.

In this role, you will set the standard for support execution, coach and develop support team members, and partner closely with Product and Engineering to improve product reliability, reduce recurring issues, and strengthen customer outcomes. You will also help evolve our support model, tooling, and knowledge base to scale with the business.

Responsibilities

• Act as a senior technical point of contact for clients and the Customer Success Associates, owning complex technical queries and escalations end-to-end.
• Manage and prioritise the support queue; lead daily triage and ensure clear ownership, next steps, and expected timelines.
• Act as escalation point for high-impact or complex customer issues; coordinate cross-functional resolution with Engineering, Product, and Customer Success.
• Ensure support communications are clear and proactive; maintain strong stakeholder alignment during incidents or sensitive escalations.
• Define and maintain support playbooks, SOPs, templates, and a structured internal knowledge base to improve speed and consistency.
• Track, analyse, and report on support performance and customer pain points (e.g., volume, response times, resolution times, recurring themes); turn insights into actions.
• Drive continuous improvement initiatives (process, tooling, documentation, quality checks) to reduce friction and increase customer satisfaction.
• Partner with Product to capture and synthesise support insights into the product feedback loop and prioritisation.
• Lead and support the team’s adoption of AI-assisted workflows for triage, summarisation, drafting customer updates, and documentation—ensuring outputs are validated and customer data is handled responsibly.
• Coach, mentor, and develop support team members; set expectations, provide feedback, and contribute to hiring and onboarding as needed.

About you

You’re a calm, highly organised support leader who thrives in fast-moving environments and enjoys solving complex problems with empathy and precision. You communicate clearly, can translate technical details into customer-friendly language, and you bring strong judgement to prioritisation and escalations. You care deeply about operational excellence and you naturally look for ways to make processes simpler, faster, and more scalable.

Requirements

• Bachelor's degree and 7+ years of experience in client support, technical support, customer success operations, or a related B2B SaaS function.
• 2-3 years of experience leading or mentoring a support team (formal people management or clear team leadership responsibilities).
• Strong technical background, including comfort with HTML, CSS, JavaScript, JSON, and REST APIs.
• Strong experience running support workflows in a ticketing system/service desk (e.g., Zendesk, Jira Service Management, Freshdesk) and coordinating escalations.
• Confident working with technical concepts and browser-based web apps; able to understand logs, reproduce issues, and collaborate effectively with engineering.
• Excellent written and verbal communication skills; able to write clear customer updates and handle sensitive conversations with professionalism.
• Demonstrated ability to build and improve repeatable processes (SOPs, QA checks, templates, knowledge base) and drive adoption.
• Strong analytical skills; comfortable using data to identify trends, prioritise work, and measure improvement.
• Investment Management or research technology/SaaS experience is strongly preferred.
• Actively leverage approved AI tools to enhance support workflows (e.g., faster triage, better summaries, clearer customer updates, improved documentation) while validating outputs, protecting customer data, and using sound judgement.

Benefits

• Competitive salary and discretionary bonus opportunity.
• Comprehensive medical, dental and vision insurance.
• 401(k) plan with employer matching.
• Employer-funded life insurance and disability coverage.
• FSA and HSA options.
• Enhanced parental leave and family-friendly policies.
• Mental health, wellness and employee assistance programmes.
• Unlimited PTO plus 10 company holidays.
• Flexible blended working and genuine work-life balance.
• Home office budget and new-hire equipment package.
• Ongoing learning, mentoring and career development opportunities.
• Regular team events, lunches and celebrations.

Diversity and Inclusion

Bipsync is proud to be an equal opportunities employer. Our inclusive culture empowers all of us to collaborate, belong, learn and grow. We recruit and reward based on capability and performance and encourage applications from all backgrounds and communities. We’re committed to having a team that is made up of diverse skills, experiences and abilities and we value the positive impact that difference has on our teams. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.