Support Manager

Sumsub is a leading full-cycle verification platform that enables scalable compliance. From identity and business verification to ongoing monitoring, our platform adapts to different risk appetites and market demands, ensuring global compliance. It allows customizing analytics and workflows with a no-code interface. Over 4,000 clients — including Bitpanda, Wirex, Avis, Bybit, Vodafone, Duolingo, Kaizen Gaming, and TransferGo — trust Sumsub to accelerate growth, prevent fraud, and maintain compliance worldwide. Now we are looking for a Technical Support Manager to lead & optimize our 2nd line of Customer Support , ensuring customers receive expert technical assistance during their journey. This role is an exciting opportunity to make an impact on operational excellence and team growth. What You Will Be Doing: Leading day-to-day Team operations to deliver consistent service quality, efficient performance, and a strong customer experience. Owning and delivering improvements in Team’s CSAT, FCR, SLA attainment, QAahal, and efficiency while ensuring a great employee experience. Planning coaching and development, run RCA and corrective actions. Driving continuous improvement and improve internal processes. Drive QA and calibration, handle escalations, and ensure process documentation and compliance. Partnering cross-functionally with other Teams forThe better customer experience. Managing Team Leads/Agents, optimize staffing and schedules. About You: Experience leading Customer/Technical Support teams (Team Leads and/or Agents), including hiring, coaching, and performance management. Experience in operational management: workload planning, scheduling/WFM basics, backlog and priority management, process rollouts. Data-driven mindset: confident with KPIs (CSAT/FCR/SLA/QA etc.), root-cause analysis, and driving measurable improvements. Solid technical troubleshooting skills (APIs/web services: HTTP, auth, logs, requests/responses; ability to reproduce and isolate issues). Stakeholder management: effective partnership with Product/Engineering and clear communication on escalations and corrective actions. Experience with QA programs, calibrations, documentation/knowledge processes; COPC/ITIL is a plus. What We Offer: Remote-first, trust-based culture. Work from the place that works best for you. No mandatory office days, no attendance trackers. In some locations, we provide offices or coworking spaces, but the choice is yours. True flexibility. We do not fix you to a 9-to-5 schedule. You can adjust your working hours when needed, as long as your day stays productive and in sync with the team. Extra time off. Your birthday is a holiday here. Add to that 10 personal days each year, seven sick days without paperwork, and extra time to enjoy Christmas and New Year. Time to rest is part of the deal. Work that matters. Our mission is to build a digital world that is secure, accessible and inclusive for everyone. From fighting fraud to making online services easier and safer to use, your work will have a real impact on how people experience trust online. Compensation. We offer fair and transparent pay, benchmarked to the market. Truly global. We work across continents and time zones, with teammates and customers from all over the world. You will run campaigns that cross borders, cultures, and languages, and see your ideas land worldwide. Growth built in. Clear goals, open feedback and personal development plans. We support your épaiment with learning opportunities and by covering role-specific events, from design conferences to marketing forums. Team offsites. Sometimes just Slack is not enough. That is why we meet in person a few times a year. Trips are fully covered, so you can meet, collaborate, and recharge together. Getting you set up. We make sure you have access to the tools and hardware you need to do your work well. Friendly by design. Our logo is a dog for a reason. We keep things human, open and kind. We welcome individuality, quirks and different perspectives, because that is what makes our work smarter and more fun. The hiring stages: TA screening -> Hiring Manager Interview. Sounds like a great opportunity for your career development? Then go ahead and apply We are a global community of innovators, creators, and thinkers, and we believe that diversity fuels our innovation. Sumsub is proud to be an equal opportunity employer, committed to building a diverse and inclusive workforce. We welcome applications from people of all backgrounds, cultures, genders, experiences, abilities and perspectives. Join us in shaping the future inclusively. #J-18808-Ljbffr