Customer Support ManagerIDWise | Fully Remote📍 Anywhere in the world — Fully Remote🕒 Working hours overlap required with GMT+2 to GMT+5🏢 Department: Customer Support👤 Reports to: COO📈 Seniority: Senior Level (5+ years)💼 Employment Type: Full-time🌍 Industry: B2B SaaS, RegTechAbout IDWiseIDWise is an AI-powered identity verification platform trusted by regulated financial institutions across MENA, GCC, SEA, Africa, and select international markets.Our customers include banks, fintechs, payment institutions, exchanges, and brokers running production identity verification at scale. Every minute of downtime, every misrouted ticket, and every missed SLA impacts their onboarding funnels directly.We’re a B2B SaaS RegTech company focused on enhancing remote digital customer onboarding through automated AI-based identity verification and e-KYC solutions.About the RoleWe’re hiring a Customer Support Manager to own the global customer support function end-to-end.You’ll lead a distributed team of technical support specialists, run the SLA and quality framework, manage enterprise customer relationships operationally, and coordinate escalation chains into Engineering and critical vendors.This is a senior individual leadership role with direct exposure to the COO, CPTO, and VP Engineering.The function is already documented, the SLA framework exists, and the tooling is configured. What we need is someone who can take this from competent to excellent.You’ll be a working manager — technically credible enough to back up the team during complex escalations, while also building and improving the function strategically.What You’ll OwnDaily Operations & SLA DeliveryRun the support function against contractual and internal SLA frameworksMonitor adherence, surface breaches, and drive root-cause actionOwn weekly support metrics and reportingTiered Support ModelMaintain Tier 1 triage / Tier 2 investigation / Tier 3 engineering escalation disciplineChair weekly prioritisation meetings with VP Engineering and engineering leadsCoordinate support escalations, bug fixes, and feature adjustment prioritisationTeam Leadership & People ManagementLead a five-person technical support teamRun weekly team meetings, monthly 1:1s, and bi-annual performance reviewsCoach team members across Service Quality, Customer Impact, and People ImpactIdentify levelling gaps and propose career progression plansHire and scale the team as customer growth demandsSet quality standards through QA monitoring and structured feedbackMulti-Channel Customer EngagementCustomers reach support through:FreshdeskFreshchatEnterprise Slack channelsEmailYou’ll maintain operating standards, communication quality, and audit-trail discipline across all channels.Enterprise Escalation OwnershipPersonally manage critical customer incidentsLead communication during escalationsCoordinate with Account Management and founders on strategic escalationsProtect enterprise customer relationships operationallyVendor Escalation ManagementOwn formal escalation chains with upstream vendorsHandle issues related to response times, product gaps, and regional coverage failuresProcess Design & Continuous ImprovementOwn and improve SOPs, playbooks, and the support knowledge baseReduce unnecessary engineering involvement through better tooling and documentationRun internal enhancement cadences and operational improvement initiativesCross-Functional CoordinationWork closely with:Pre-SalesImplementationsAccount ManagementEngineeringProductYou’ll ensure smooth handovers, escalation management, churn risk visibility, and feedback loops into Product and Engineering.Customer Satisfaction & ReportingRun NPS and CSAT programmesTranslate customer feedback into actionable improvementsReport findings monthly to leadershipKnowledge ManagementMaintain support documentation and SOP qualityEnsure new hires can ramp quicklyEliminate single points of failure within the support functionWhat We’re Looking ForRequired5+ years in B2B SaaS customer support, technical support, or customer successAt least 2 years in a leadership or management roleExperience running multi-channel support operationsStrong technical troubleshooting skills:REST APIsSDK integrationsWebhooksJSON payloadsLog analysisExperience with Freshdesk, Zendesk, or equivalent platformsExperience with HubSpot or equivalent CRM systemsProven ownership of SLA frameworks and operational metricsExperience handling enterprise customer escalationsExperience hiring, coaching, and managing small technical support teamsStrong written communication skills suitable for enterprise customers and vendorsComfortable working across time zones and handling P1 incidents when necessaryNice to HaveArabic language proficiency (business or fluent)Experience in identity verification, RegTech, AML, KYC, or onboarding platformsFamiliarity with AML/KYC/CFT conceptsUnderstanding of document and relational databasesTechnical background in Computer Science, Engineering, or Information SystemsExperience scaling or improving support functionsExperience working with regulated financial institutionsWhy IDWiseProduction platform serving regulated banks, brokers, and fintechs globallyReal SLA frameworks and mature operational infrastructure already in placeDirect exposure to senior leadershipFlat operating structure with real ownershipRemote-first culture with flexibility and autonomyClear path toward senior leadership growth as the organisation scalesHow to ApplySend:Your CVA short note (no cover letter required) describing a customer support situation you personally ledIdeally, tell us about:A sustained enterprise or vendor escalationWhat you ownedHow you managed the escalation chainThe outcome