1 of 1 Remote Case Management Jobs in Solihull

to lead frontline support execution across a designated region. This role is fundamental to their support delivery strategy-ensuring timely, high-quality support through clear operational oversight, team performance management, and hands-on execution. This is not a technical contributor role; it is a people's leadership role, with a strong emphasis on performance management, quality oversight, and … 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 … delivery. The successful person will conduct regular 1:1s, coaching sessions, and performance reviews with clarity and transparency and implement and reinforce global support workflows, documentation practices, SOPs, and case management standards. What you will need to succeed: Leadership experience which includes a minimum 5 years in a people leadership role within a technical support or customer support More ❯