Technical Support Manager

Who we are 

Tractable is an Artificial Intelligence company bringing the speed and insight of Applied AI to visual assessment. Trained on millions of data points, our AI-powered solutions connect everyone involved in insurance, repairs, and sales of homes and cars – helping people work faster and smarter, while reducing friction and waste.

Founded in 2014, Tractable is now the AI tool of choice for world-leading insurance and automotive companies. Our solutions unlock the potential of Applied AI to transform the whole recovery ecosystem, from assessing damage and accelerating claims and repairs to recycling parts. They help make response to recovery up to ten times faster – even after full-scale disasters like floods and hurricanes. 

Tractable has a world-class culture, backed up by our team, making us a global employer of choice!

We're a diverse team, uniting individuals of over 40 different nationalities and from varied backgrounds, with machine learning researchers and motor engineers collaborating together on a daily basis. We empower each team member to have tangible impact and grow their own scope by intentionally building a culture centred around collaboration, transparency, autonomy and continuous learning.

Technical Support Manager 

We’re looking for a Technical Support Manager to own and elevate our customer support operations across the EMEA and North America regions. This role is responsible for driving excellence in how we respond to and resolve support issues; owning performance metrics and driving process enhancements (including AI adoption) to maximise the support team’s impact and our customers’ experience.

Your Impact

• Own regional support performance for NA & EMEA customers, monitoring and proactively taking initiative to ensure strong results across resolution time, response time, SLA adherence, and Customer Experience/CSAT.
• Manage a team of technical support agents who resolve initial technical escalations. Get hands-on with troubleshooting and resolving more complex, technical customer issues that they are unable to resolve.
• Collaborate with Engineers on initiatives to further enable the first line support team to support with debugging and troubleshooting; developing and maintaining scalable support agent training programs and internal knowledge documentation.
• Drive the definition, documentation, and continuous improvement of support processes, including the integration of AI support agents and automation tools.
• Own and optimise the use of support tooling, acting as master administrator for support desk platform (Zoho).
• Act as a cross-functional liaison between Support, Product, Engineering and Customer Success teams.

What You'll Need to Be Successful

• 3-5 years of experience in technical support or customer service roles.
• Strong analytical ability; competent in interpreting key support KPIs and understanding the levers to drive KPI improvement. Ability to interpret system monitoring dashboards & logs and use SQL to query databases is a must.
• Customer-centric; deeply cares about customer outcomes and never settles for ‘good enough’. Takes ownership of driving proper resolution. Focuses on putting the customer right and continuously raising the bar for our standard of customer experience.
• Organised and process-oriented; capable of bringing clarity to ambiguity and building systems that scale efficiently across a team of support agents.
• Proactive and solution-oriented. Sees challenges as opportunities to improve. Proactively takes the initiative to spot gaps in our processes and drive creative solutions to improve them.
• Clear communicator who is able to convey technical jargon into simplified explanations for Support agents and customers.
• Hands-on expertise with managing Support platforms as a system administrator (eg. Zoho, Zendesk, Salesforce).
• Open to flexible working; willing to cover shifts that include North American working hours (latest shift being 3pm-12am EET).

Preferred Experience

• Experience implementing or managing AI-powered support tools (e.g., AI agents, chatbots, automation platforms).
• Proven experience managing geographically distributed support teams and working US time zones.
• Prior experience in a fast-paced SaaS or technology company.
• Experience in managing teams of technical support agents, designing and delivering technical training for support agents.

What’s in it for you

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Diversity commitment

At Tractable, we are committed to building a diverse team and inclusive workplace where people’s varied backgrounds and experiences are valued and recognised. 

We encourage applications from candidates of all backgrounds and offer equal opportunities without discrimination.