Enterprise Support Manager

We are seeking a highly motivated, client-focused individual to join the Global Relay Client Services team.

As part of Client Services Team, the Manager, Client Services, will lead Global Relay customer‑facing teams in a 24/7 environment. You will be responsible for the team’s day‑to‑day operations, leading a team of 6-12 experienced subject matter experts. The Manager will build strong relationships with peers to execute departmental strategies.

In this role, you will have the opportunity to hire, coach and lead a growing team. Your accountabilities will include reporting on key metrics, handling client escalations and identifying opportunities to improve client experience. You possess a solid technical background and demonstrate the experience needed to guide complex issue resolution, implement best practices and maintain high client satisfaction.

• Leads a team that is responsible for providing a high level of technical support and customer satisfaction.
• Conducts weekly 1:1s, prepares performance assessments; mentors and guides the professional and technical development of your team members.
• Provides continuous feedback, addresses underperformance, and recognizes the individual strengths and contributions of your team members.
• Develops a superior understanding of Global Relay Products and Services.
• Monitors and analyzes support metrics, customer feedback, and system performance to drive continuous improvement.
• Manages staffing plans and work scheduling.
• Facilitates open communication between Technical Support and other departments within Global Relay.
• Collaborates with development and product teams to address software issues, bug fixes, and feature enhancements.
• Provides training and mentoring to support staff to ensure continuous skills development and high team performance.
• Stays updated on industry trends, emerging technologies, and best practices to improve support operations.
• Manages and resolves escalations related to the support process, direct reports or product.
• Oversees documentation of support processes, FAQs, and knowledge base articles to enhance self‑service capabilities.
• Provides world‑class customer experience in all parts of work.
• Proven experience managing Enterprise‑level support teams, driving performance, engagement and operational excellence.
• Strong ability to partner cross‑functionally with Sales and Account Management teams, ensuring alignment on customer priorities, renewals and retention strategies.
• Builds strong relationships with peers and stakeholders to deliver on common goals.
• Acts as a goal‑oriented, self‑starter who can work independently and reliably with minimal supervision.
• Demonstrates strong ability to work comfortably under pressure in a fast‑paced environment and able to handle challenging situations with integrity, empathy and sincerity.
• Adapts and pivots quickly under changing conditions and circumstances; embraces new challenges and adjusts approaches as needed.
• Showcases good judgment and prioritization skills to proactively and independently solve problems and make strong decisions.
• Exhibits broad knowledge of the challenges and benefits of supporting a SaaS environment.
• Has strong ability to react and effectively remove roadblocks affecting team efficiency.
• Understands and able to communicate at all levels the impact to business and customers from Service Incidents.
• Leads technical recovery to mitigate and restore service, minimizing impact to customers for major incidents while considering all aspects of Incident Management.
• Identifies opportunities to improve efficiency and effectiveness of team.
• Ensures new products, services and features are fully supportable and meet Support Services non‑functional requirements.
• Identifies and recruits…