Senior Customer Support Manager

Customer Support Manager

IDWise | Fully Remote

📍 Anywhere in the world — Fully Remote

🕒 Working hours overlap required with GMT+2 to GMT+5

🏢 Department: Customer Support

👤 Reports to: COO

📈 Seniority: Senior Level (5+ years)

💼 Employment Type: Full-time

🌍 Industry: B2B SaaS, RegTech

About IDWise

IDWise is an AI-powered identity verification platform trusted by regulated financial institutions across MENA, GCC, SEA, Africa, and select international markets.

Our customers include banks, fintechs, payment institutions, exchanges, and brokers running production identity verification at scale. Every minute of downtime, every misrouted ticket, and every missed SLA impacts their onboarding funnels directly.

We’re a B2B SaaS RegTech company focused on enhancing remote digital customer onboarding through automated AI-based identity verification and e-KYC solutions.

About the Role

We’re hiring a Customer Support Manager to own the global customer support function end-to-end.

You’ll lead a distributed team of technical support specialists, run the SLA and quality framework, manage enterprise customer relationships operationally, and coordinate escalation chains into Engineering and critical vendors.

This is a senior individual leadership role with direct exposure to the COO, CPTO, and VP Engineering.

The function is already documented, the SLA framework exists, and the tooling is configured. What we need is someone who can take this from competent to excellent.

You’ll be a working manager — technically credible enough to back up the team during complex escalations, while also building and improving the function strategically.

What You’ll Own

Daily Operations & SLA Delivery

• Run the support function against contractual and internal SLA frameworks
• Monitor adherence, surface breaches, and drive root-cause action
• Own weekly support metrics and reporting

Tiered Support Model

• Maintain Tier 1 triage / Tier 2 investigation / Tier 3 engineering escalation discipline
• Chair weekly prioritisation meetings with VP Engineering and engineering leads
• Coordinate support escalations, bug fixes, and feature adjustment prioritisation

Team Leadership & People Management

• Lead a five-person technical support team
• Run weekly team meetings, monthly 1:1s, and bi-annual performance reviews
• Coach team members across Service Quality, Customer Impact, and People Impact
• Identify levelling gaps and propose career progression plans
• Hire and scale the team as customer growth demands
• Set quality standards through QA monitoring and structured feedback

Multi-Channel Customer Engagement

Customers reach support through:

• Freshdesk
• Freshchat
• Enterprise Slack channels
• Email

You’ll maintain operating standards, communication quality, and audit-trail discipline across all channels.

Enterprise Escalation Ownership

• Personally manage critical customer incidents
• Lead communication during escalations
• Coordinate with Account Management and founders on strategic escalations
• Protect enterprise customer relationships operationally

Vendor Escalation Management

• Own formal escalation chains with upstream vendors
• Handle issues related to response times, product gaps, and regional coverage failures

Process Design & Continuous Improvement

• Own and improve SOPs, playbooks, and the support knowledge base
• Reduce unnecessary engineering involvement through better tooling and documentation
• Run internal enhancement cadences and operational improvement initiatives

Cross-Functional Coordination

Work closely with:

• Pre-Sales
• Implementations
• Account Management
• Engineering
• Product

You’ll ensure smooth handovers, escalation management, churn risk visibility, and feedback loops into Product and Engineering.

Customer Satisfaction & Reporting

• Run NPS and CSAT programmes
• Translate customer feedback into actionable improvements
• Report findings monthly to leadership

Knowledge Management

• Maintain support documentation and SOP quality
• Ensure new hires can ramp quickly
• Eliminate single points of failure within the support function

What We’re Looking For

Required

• 5+ years in B2B SaaS customer support, technical support, or customer success
• At least 2 years in a leadership or management role
• Experience running multi-channel support operations
• Strong technical troubleshooting skills:
• REST APIs
• SDK integrations
• Webhooks
• JSON payloads
• Log analysis
• Experience with Freshdesk, Zendesk, or equivalent platforms
• Experience with HubSpot or equivalent CRM systems
• Proven ownership of SLA frameworks and operational metrics
• Experience handling enterprise customer escalations
• Experience hiring, coaching, and managing small technical support teams
• Strong written communication skills suitable for enterprise customers and vendors
• Comfortable working across time zones and handling P1 incidents when necessary

Nice to Have

• Arabic language proficiency (business or fluent)
• Experience in identity verification, RegTech, AML, KYC, or onboarding platforms
• Familiarity with AML/KYC/CFT concepts
• Understanding of document and relational databases
• Technical background in Computer Science, Engineering, or Information Systems
• Experience scaling or improving support functions
• Experience working with regulated financial institutions

Why IDWise

• Production platform serving regulated banks, brokers, and fintechs globally
• Real SLA frameworks and mature operational infrastructure already in place
• Direct exposure to senior leadership
• Flat operating structure with real ownership
• Remote-first culture with flexibility and autonomy
• Clear path toward senior leadership growth as the organisation scales

How to Apply

Send:

• Your CV
• A short note (no cover letter required) describing a customer support situation you personally led

Ideally, tell us about:

• A sustained enterprise or vendor escalation
• What you owned
• How you managed the escalation chain
• The outcome