CRM Technical Support Manager

**About the Role**:
SugarCRM is hiring a Technical Support Manager 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 Technical Support Delivery Leader, you will manage a team of Support Engineering 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 SLAs
- Manage and optimize staff coverage, team availability, and queue balancing in collaboration with Support Operations and Workforce Planning
- Ensure each team member is accountable for owning cases end-to-end and delivering high-quality, timely support, with appropriate handoffs for complex escalations
- Lead, coach, and develop a team of frontline support specialists and senior specialists, reinforcing a culture of ownership, rigor, and delivery
- Monitor and improve case handling efficiency, FRT, resolution time, and overall support quality
- Conduct regular 1:1s, coaching sessions, and performance reviews with clarity and transparency
- Implement and reinforce global support workflows, documentation practices, SOPs, and case management standards
- Partner with Support Operations to adopt and roll out new tools, QA standards, and enablement programs across the team
- Drive continuous improvements in case flow efficiency, escalation prevention, and internal collaboration
- Serve as an accountable point of contact for customer escalations within your region, ensuring visibility, timely action, and clear internal coordination
- Elevate the voice of the customer through clear documentation of pain points and feedback loops with Product and Engineering
- Support implementation readiness and customer transitions in partnership with other cross-functional teams

**Minimum requirements**

**What you will bring**:

- 2+ years of experience in people leadership roles within a technical support environment.
- Excellent organizational and execution skills with a bias toward action and clarity.
- Effective communicator, able to lead with transparency and inspire commitment to goals.
- Must have directly managed support specialists and/or senior-level agents—not just led projects or been a team lead without direct reports.
- Demonstrated experience owning support availability, queue management, and performance against SLAs.
- Experience balancing coverage planning and team utilization, ideally with global or regional scope.
- Must have managed structured 1:1s, performance reviews, and coaching plans.
- Experience with implementing performance improvement plans (PIPs), not just informal coaching.
- Comfortable managing metrics like FRT, CSAT, escalation rates, resolution time, and driving continuous improvement.
- Familiarity with support SOPs, ticket workflows, and adherence to quality standards.
- Must have handled customer escalations directly and navigated cross-functional resolution in partnership with Product or Engineering.
- Familiarity with Salesforce, HubSpot, or similar platforms; CRM product exposure preferred.
- **Good English skills Minimum B2 Advanced proficiency or C1 to C2 is preferred.**

**Preferred Qualifications (Not Mandatory)**:

- Experience leading support delivery teams in SaaS or enterprise software environments
- Working knowledge of CRM systems (SugarCRM preferred) and technical troubleshooting processes
- Exposure to operational frameworks such as ITIL, Six Sigma, or Agile service management
- Understanding of workforce forecasting, support analytics, and case routing logic.

**Perks**:

- **Schedule**:Monday to Friday, 8:00 am to 5:00 pm
- **Location**:Hybrid Position Medellín, 3 days office work and 2 days work from home
- **Salary**:$18,000,000 COP
- **Contract Type**:Indefinite Term Contract.
- **Additional Benefits**:Transportation Allowance (On-site days), Lunch meals (On-site days), Medical Insurance & other global benefits.

Tipo de puesto: Tiempo completo