Technical Support Manager

We are looking for a hands-on Technical Support Manager to lead our L1 support team in Cluj-Napoca. You will own the day-to-day operational performance of a shift-based team providing follow-the-sun support to ComplyAdvantage’s global customer base. This is a manager role: you will be close to the work, close to the data, and directly responsible for the quality and development of your team.

We have recently migrated from Zendesk to Pylon as our customer ticketing platform. We don’t expect you to have Pylon experience - but we do expect you to be the kind of person who picks up a new system quickly, configures it to work well, and continuously optimises it as the team’s needs evolve.

Three qualities matter most in this hire. They are called out here because they are non-negotiable, and because we want to be transparent about what success in this role looks like from day one.

Active, direct performance management. You have managed people, not just led them. You are comfortable having difficult conversations early, setting improvement goals, and following through. The people on your team should always know where they stand - and feel supported to grow. This is not a role for someone stepping into management for the first time.

Using data and AI to drive decisions and accountability. You use data as a matter of habit - to spot trends, quantify problems, and hold others accountable. You are genuinely curious about AI tools and how they can make the team smarter and faster. You can translate support insight into commercial language: CSAT, churn risk, ARR exposure - and use it to influence Product and Engineering prioritisation, not just report it upward.

Passion for customer outcomes, not just ticket metrics. You care about whether the customer’s problem was actually solved, not whether the ticket was closed. You push for root cause fixes over workarounds. You represent the customer’s voice in product conversations, and you find it unacceptable for the same issues to keep recurring without being addressed.

Team Leadership & Development

• Lead, coach, and develop a team of frontline L1 support analysts across shift patterns, including morning, afternoon, and overlap coverage.
• Set clear performance expectations and hold regular, structured 1:1s, not just check-ins, but genuine conversations about quality of work, individual development, and progression.
• Actively performance-manage underperformance: give direct, constructive feedback early, set improvement goals, and follow through. The team should know where they stand.
• Create structured development paths so analysts grow in capability and can take on greater ownership over time - including preparing the most capable for future step-up opportunities.
• Identify and address skills gaps proactively through coaching, training, and stretch assignments rather than waiting for issues to surface in data.
• Build a culture of accountability, curiosity, and customer empathy - where the team is proud of the quality of their work and takes ownership of outcomes.
• Partner with Singapore-based coverage to ensure genuine follow-the-sun continuity for our global customer base.

Operational Excellence

• Manage daily ticket operations: triage, prioritisation, escalation, and resolution across the queue.
• Own shift handovers and ensure nothing falls through the gap between coverage windows.
• Maintain and improve team playbooks, escalation procedures, and standard operating procedures.
• Ensure escalations to engineering are well-documented, clearly prioritised, and tracked to resolution.
• Monitor queue health in real time and intervene early when volume, backlog, or SLA trends deteriorate.

Tooling & Systems

• Own the configuration, reporting, and continuous optimisation of Pylon as the team’s primary ticketing platform.
• Build and maintain dashboards that give the team - and leadership - clear visibility of performance, backlog, and trends.
• Identify manual or repetitive workflows and drive automation where tools allow, including Pylon’s integration with Slack, Linear, and Jira.
• Evaluate and pilot new tooling as the support stack evolves, including AI-assisted capabilities for ticket routing, deflection, and workflow guidance.

Data, AI & Continuous Improvement

• Use data to drive decisions: analyse ticket trends, identify recurring issues, and surface product or process gaps to Engineering and Product.
• Leverage AI tools to identify patterns in support volume, predict demand, and proactively address issues before they escalate.
• Champion root cause analysis over recurring workarounds - push for systemic fixes.
• Track KPIs including CSAT, first reply time, resolution time, backlog ageing, and escalation rates; report regularly to senior stakeholders.

Customer Advocacy & Cross-functional Collaboration

• Act as the voice of the customer internally, representing support trends in cross-functional discussions with Product, Engineering, and Customer Success.
• Hold Product accountable for recurring pain points: quantify the business impact of unresolved issues in terms of CSAT trends, churn risk, and ARR exposure - not just ticket volume. Support insight should carry commercial weight in product prioritisation discussions.
• Ensure seamless escalation coordination with the Customer Success team during complex or high-priority customer situations.
• Develop self-service resources - FAQs, knowledge base articles, and guided workflows - to reduce avoidable ticket volume.
• Contribute to QBRs and executive updates with data-backed insight on support performance and customer health.

Incident Response

ComplyAdvantage has a formal, well-established incident response plan for major service disruptions. Customer-facing communications during incidents are owned separately. The Manager’s responsibility in this area is process adherence and measurement, not incident command.

• Ensure the support team follows established incident response procedures consistently and without delay when disruptions occur.
• Act as the support-side point of contact during incidents, coordinating with the responsible individual for customer communications and with Engineering for resolution updates.
• Maintain clear visibility of incident-related ticket volume, SLA impact, and team response times throughout.
• Contribute to post-incident reviews from the support perspective; ensure any process gaps or team training needs identified are addressed.
• Use incident data to monitor recurring disruption patterns and surface systemic risks to Product and Engineering.

We are looking for someone who combines operational rigour with genuine passion for customer outcomes and team development. We are looking for someone who has operated at a manager level - with real accountability for performance, development, and operational decisions - not someone stepping into management for the first time.

Experience

• 3–5 years of experience in technical or customer support, with at least 1–2 years in a management role with direct people accountability and focused on growth and career progression (not team lead or senior analyst).
• Demonstrated track record of performance managing individuals: setting expectations, delivering feedback, running improvement processes, and making difficult calls.
• Proven experience managing shift-based teams, ideally across time zones.
• Hands-on experience configuring, reporting on, and optimising ticketing or CRM platforms (Zendesk, Freshdesk, Intercom, Salesforce Service Cloud, or similar - Pylon experience not required but fast learning is essential).
• Experience working in a B2B SaaS environment, preferably supporting technical or compliance-adjacent products.

Skills & Mindset

• Sharp eye for detail - you notice when something is off before it becomes a problem.
• Data-driven: comfortable pulling reports, spotting trends, and using insight to guide decisions rather than gut feel alone.
• Genuine enthusiasm for AI tools and automation - you actively look for ways to work smarter, not just harder.
• Able to translate support data into commercial language: CSAT, churn risk, ARR impact - and use it to influence stakeholders beyond the support function.
• Strong written and verbal communication skills in English; able to write clear, empathetic customer-facing responses and crisp internal escalations.
• Calm under pressure and decisive when it matters: able to triage competing priorities and keep the team focused.
• A genuine developer of people - patient, direct, and invested in bringing out the best in those around you. You find it rewarding to see someone improve, and frustrating when potential is left on the table.
• Collaborative and low-ego - you work well with Engineering, Product, and Customer Success without needing to own the credit.

• Equity as we want you to have a part of what we are building
• Unlimited Time Off Policy- A work-life balance and focus on our wellbeing are critical to keeping us performing at our best.
• We embrace a hybrid approach that requires employees to be in the office for two days a week. We strongly believe that this approach fosters collaboration and enables the building of meaningful relationships.
• You will also get an annual budget to kit out your home office
• Opportunity to work on innovative projects with smart like-minded people who are keen to share their knowledge and continuously improve
• Annual learning budget to drive your performance and career development
• Working from home budget
• Meal Vouchers 40 RON/ Day
• Access to an Employee Assistance Programme (Atlas)
• Medical Insurance
• 7Card Subscription (upon request)

About us:

Our mission is to empower every business to eliminate financial crime.

By harnessing AI, a unified platform, and an extensive partner ecosystem, we help customers turn compliance into a catalyst for growth, operational resilience, and enduring regulatory trust.

More than 3,000 enterprises across 75 countries rely on our end-to-end platform and the world’s most comprehensive financial crime risk intelligence. With full-stack agentic automation, we help organizations automate up to 95% of KYC, AML, and sanctions reviews, cut onboarding times by 50%, reduce false positives by 70%, and handle 7x more work with the same staff.

ComplyAdvantage is headquartered in London and has global hubs in New York, Lisbon, Singapore, and Cluj-Napoca. It is backed by Balderton Capital, Index Ventures, Ontario Teachers’ Pension Plan, Goldman Sachs, and Andreessen Horowitz. Learn more about compliance re-engineered for the age of AI at complyadvantage.com.