Attio · Portugal
Technical Support Manager
Attio is the CRM built for the AI era. Designed for the most ambitious go-to-market teams, it gives companies the power to understand every customer, automate a...
Attio is the CRM built for the AI era. Designed for the most ambitious go-to-market teams, it gives companies the power to
understand every customer, automate at scale, and build their go-to-market motion exactly as they need. We've raised $116M from
some of the world's best investors: GV (Google Ventures), Redpoint, Balderton, Point Nine, and 01A.
We hire builders who thrive on complex technical challenges, hold themselves to a high bar, and genuinely care about delighting
the people who use what they build. The team here brings sharp judgement, real craft, and the drive to do exceptional work. We're
obsessed about the details and energized by the frontier.
If you want to do the best work of your career, this is the right place.
WORKING PATTERN:
Full-time | Monday - Friday: 9:00am – 6:00pm GMT
ABOUT THE ROLE
Our Support team is at the heart of Attio’s customer experience — maintaining an exceptional 98% CSAT average over the past six
months. We hold ourselves to an incredibly high standard at every stage of the customer journey, ensuring that every interaction
reflects our commitment to clarity, care, and quality.
As a Technical Support Manager, you’ll lead and develop a team of Technical Support Specialists responsible for delivering that
experience at scale. You’ll coach and support the team, drive operational excellence, and build the systems and processes that
enable us to provide world-class support as Attio continues to grow.
This is a role for someone who loves developing people, solving complex operational challenges, and building for scale. You’ll
partner closely with Product, Engineering, Marketing, and Operations to improve the customer experience, advocate for customer
needs, and help shape the future of both our support function and our product. You’ll play a key role in maintaining the standards
that make our customers love Attio — while helping us raise the bar even further as we grow.
WHAT YOU'LL DO
In this role, you’ll lead and develop a team of Technical Support Specialists while helping shape the systems, processes, and
customer experiences that enable Attio to scale. You’ll combine customer empathy, technical expertise, and operational excellence
to deliver world-class support.
- Team leadership and coaching: Hire, onboard, coach, and develop a high-performing team of Technical Support Specialists,
fostering a culture of accountability, growth, and customer obsession.
- Customer support excellence: Lead by example and ensure the team consistently delivers fast, thoughtful, and technically sound
support while maintaining high customer satisfaction.
- Technical escalation management: Partner with the team to resolve complex customer issues, working closely with Product and
Engineering to drive timely resolutions and improve the customer experience.
- Customer advocacy: Represent the voice of the customer across Attio, surfacing feedback, identifying trends, and helping inform
product and operational decisions.
- Process and operational improvement: Build scalable systems, workflows, and support processes that reduce friction, improve
quality, and enable the team to grow effectively as the business scales.
- Cross-functional collaboration: Partner closely with Product, Engineering, Marketing, and Operations to improve customer
outcomes and contribute to Attio’s product roadmap.
- Performance ownership: Own team performance, reporting on key support metrics, operational health, and customer satisfaction
while driving continuous improvement.
WHAT YOU’LL BRING
We’re looking for a customer-obsessed leader who combines strong technical judgement, operational excellence, and a passion for
developing high-performing teams.
- Leadership experience: 3+ years building, managing, and developing remote B2B support teams, with a track record of coaching
individuals and improving team performance.
- Proven experience: 5+ years in customer-facing roles supporting technical SaaS products, ideally within a start-up or
high-growth environment.
- Technical capability: Confident troubleshooting APIs, AI products, CRMs, integrations, and workflow tools, and partnering
effectively with technical stakeholders.
Customer empathy: Deep empathy for customers paired with the ability to balance their needs with broader business goals.
Builder mindset: Experience creating systems, processes, and tooling that improve outcomes for customers and internal teams.
Operational excellence: Highly organised, data-driven, and dependable, with strong judgement and a focus on execution.
Collaborative mindset: A strong cross-functional partner who thrives in fast-moving, early-stage environments.
WHAT DOES THE HIRING PROCESS LOOK LIKE?
Applicants can expect the following:
- Initial Conversations
- 30-minute introductory chat with a member of our Talent team
- 30-minute track record interview with our Technical Support Manager
- Take-home technical exercise
- Core Interviews
- 45-minute leadership, program building and cross-functional collaboration session
- 30-minute strategy & program vision session
- Final Stage
- 30-minute closing conversation with our CEO
- Offer call (if it’s a mutual fit)
Roll
Technical Support Manager
Plats
Publicerad
13 juli
Sista ansökningsdag
17 augusti
Källa