{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Customer Success Manager","description":"Location: Fully Remote
\nFunction: Customer Support
\nEmployment Type: Full-Time
\nReporting to: COO\n

\n\n

About the Opportunity

\nEngage ID is supporting a high-growth AI-powered identity verification company whose platform is trusted by regulated financial institutions across MENA, GCC, SEA, Africa, and select international markets. Their customer base includes banks, fintechs, payment institutions, exchanges, and brokers running production identity verification at scale — environments where every support ticket, every SLA, and every escalation has a direct impact on live customer onboarding.
\nAs the business continues to scale, they are looking to appoint an experienced Technical Support Manager to take full ownership of the global customer support function and elevate it from competent to excellent.\n\n

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Role Overview

\nThis is a senior leadership role for a working manager — someone with enough technical depth to back up their team on a complex escalation, and enough leadership instinct to build a function rather than simply manage a queue. You will lead a distributed team of technical support specialists, own the SLA and quality framework, manage enterprise relationships at the operational level, and run the escalation chain into Engineering and critical vendors.
\nThe infrastructure is in place: the function is documented, the SLA framework is established, and the tooling is configured. What is needed now is someone who can drive continuous improvement, raise the standard of execution, and scale the function as the customer base grows. You will have direct exposure to the COO, CPTO, and VP Engineering.\n\n

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Key Responsibilities

\nDaily Operations & SLA Delivery\n\n

Manage the support function against both contractual and internal SLA frameworks, monitoring adherence closely and driving root-cause action on any breach.
Own and report on the weekly support metrics, providing clear visibility to senior leadership on function performance.

\nTiered Support Model\n\n

Maintain and enforce the Tier 1 triage / Tier 2 technical investigation / Tier 3 engineering escalation structure across the team.
Chair the weekly joint meeting with VP Engineering and engineering leads, ensuring pending support items, bug fixes, and feature adjustments are properly prioritised and committed.

\nTeam Leadership & People Management\n\n

Lead a five-person technical support team through weekly team meetings, monthly 1:1s, and bi-annual performance reviews across Service Quality, Customer Impact, and People Impact dimensions.
Identify skills gaps, drive career progression, and hire into the team as the customer base expands.
Set and uphold quality standards through QA monitoring and structured coaching — acting as the senior voice in the room, not just the queue manager.

\nMulti-Channel Customer Engagement\n\n

Maintain operating standards across all support channels: Freshdesk (system of record), Freshchat, customer-specific Slack channels for enterprise accounts, and email — each with its own response expectations and audit-trail requirements.

\nEnterprise Escalation Ownership\n\n

Serve as the named senior point of contact when a Tier 1 bank or strategic enterprise customer escalates — personally managing critical incidents, leading customer communications, and protecting the relationship.
Coordinate with Account Executives and Account Management on commercial implications, and with founders on executive-level escalations.

\nVendor Escalation Management\n\n

Own the formal escalation chain against critical upstream vendors when they fail to deliver — whether on ticket response times, product gaps, or regional coverage — and drive resolution on behalf of the business.

\nProcess Design & Continuous Improvement\n\n

Own and continuously evolve support SOPs, playbooks, and the knowledge base — progressively reducing engineering involvement in support by building team autonomy through documentation, training, and tooling.
Run the Internal Enhancements cadence to surface improvements from the team and prioritise them with leadership.

\nCross-Functional Collaboration\n\n

Coordinate actively across Pre-Sales (go-live handover), Implementation (customer ramp-up), Account Management (churn signals and expansion opportunities), Engineering (Tier 3 escalations), and Product (recurring issue patterns and feature gaps).

\nCustomer Satisfaction & Knowledge Management\n\n

Run the NPS programme, track CSAT per ticket, translate customer feedback into structured improvement work, and report findings monthly.
Maintain the support knowledge base at a standard where a new team member can be fully operational within two weeks, and a single-point-of-failure departure does not destabilise the function.

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Candidate Profile

\n\n

5+ years in B2B SaaS customer support, technical support, or customer success — with at least 2 years in a leadership or management role.
Proven experience managing a multi-channel support function (ticketing system, chat, messaging apps, enterprise Slack/Teams) for technical customers.
Strong technical credibility: comfortable troubleshooting REST API issues, mobile and web SDK integration problems, webhooks, and JSON payloads — able to read logs and trace a customer integration issue without escalating prematurely.
Hands-on experience with Freshdesk, Zendesk, or an equivalent ticketing platform, and HubSpot or equivalent CRM.
Demonstrated ownership of an SLA framework: setting response and resolution targets, monitoring adherence, managing breach reporting, and handling customer-specific SLA requirements.
Direct experience managing enterprise customer escalations and maintaining senior stakeholder relationships at banks, fintechs, or payment institutions.
A clear people management track record: hiring, performance reviews, coaching, and career development for a small team (3–7 people).
Excellent written communication — correspondence and escalation chains in this role are read by senior counterparts at both customer organisations and vendors. The standard is high.
Comfortable operating across time zones and available outside standard hours when a P1 incident demands it.

\nNice to Have\n\n

Arabic language proficiency at business or fluent level — a significant advantage given the MENA/GCC customer base, where many clients prefer Arabic-language communication.
Prior experience at an identity verification, RegTech, AML, KYC, or digital onboarding vendor.
Familiarity with AML/KYC/CFT concepts — PEP screening, sanctions lists, ongoing monitoring — at a level sufficient to follow a vendor escalation without losing the technical thread.
Experience with document and relational databases at a level sufficient to read and interpret support data.
A technical degree (Computer Science, Engineering, or Information Systems) combined with customer-facing operational experience.
A track record of building or significantly improving a support function — SLA framework rollout, knowledge base development, automation, or AI-augmented support tooling.
Experience supporting regulated customers (banks, financial institutions) where audit trail and compliance discipline are non-negotiable.

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Why This Opportunity?

\n\n

Join a live platform processing verifications at scale for regulated banks, brokers, and fintechs across MENA, GCC, Europe, Africa, and Asia.
Step into a well-documented, properly structured support function — you are inheriting real infrastructure and a real escalation chain, not starting from scratch.
Direct day-to-day exposure to the COO, CPTO, and VP Engineering — decisions that need senior input get it in real time.
A flat operating model where you genuinely own the function, with a clear path to senior leadership as the team grows.
Remote-first culture with flexible working hours and real ownership from day one.

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About Engage ID

\nEngage ID is a specialist recruitment partner focused on the digital identity, cybersecurity, AI, and energy sectors across MEA. We connect high-growth organisations with the talent building the secure digital infrastructure of the future.
\n ","datePosted":"2026-05-06T12:59:25.000000Z","hiringOrganization":{"@type":"Organization","name":"IDWise Ltd","logo":"https://cdn.brandfetch.io/domain/idwise.com?c=1id_4BSbc4eMXdiTgjt"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","streetAddress":"Dubai, Dubai, Dubai, United Arab Emirates"}},"validThrough":"2026-06-05","employmentType":"OTHER","baseSalary":{"@type":"MonetaryAmount","currency":"$","value":{"@type":"QuantitativeValue","unitText":"YEAR","minValue":"3000","maxValue":"4000"}},"identifier":{"@type":"PropertyValue","name":"Engage ID","value":"17780723658110120861DIV"},"directApply":true,"industry":"Digital Identity"}