Technical Project Manager, Technical Support (UK Remote)

Job Description

We are seeking a highly organized and detail-oriented Technical Project Manager to join our Technical Support Team. This role will oversee key technical projects that enhance our support operations, including incident response processes, customer notifications, and cross-functional initiatives to improve efficiency and communication.

The ideal candidate has experience in project management within a technical environment, strong written and verbal communication skills, and a passion for driving process improvements that enhance the customer experience.

Key Responsibilities:

1. Lead and manage incident response processes, ensuring swift coordination between technical teams, support, and stakeholders.
2. Collaborate with Technical Support, Engineering, Product, Customer Success, and other teams as needed to define incident management and customer communication workflows.
3. Work with Customer Success and Support leadership to understand customer impact and document customer communications and FAQs.
4. Oversee customer notification processes, ensuring timely, clear, and effective communication during system disruptions and planned service updates.
5. Write customer-facing communications and answer inbound customer emails in conjunction with input from Customer Success and other teams.
6. Provide internal communications and workflows within Support to manage customer notifications and inbound questions.
7. Work with Product and Engineering to understand data requirements for customers and implement processes to respond to requests.
8. Develop and maintain project plans, timelines, and documentation for technical support initiatives.
9. Identify opportunities for automation and efficiency in incident handling and customer outreach.
10. Drive post-incident reviews, track action items, and ensure continuous improvement.
11. Implement best practices for change management and stakeholder communication.
12. Monitor and report on KPIs related to incident response, resolution times, and communication effectiveness.

Required Qualifications:

1. 3+ years of experience in project management within a technical or support environment.
2. Strong understanding of incident response frameworks, ITSM, and customer communication best practices.
3. Experience with ticketing and incident management tools (e.g., Jira, Zendesk).
4. Excellent organizational, analytical, and problem-solving skills.
5. Strong written and verbal communication skills, with the ability to translate technical details into customer-friendly messaging.
6. Familiarity with agile methodologies and project management tools (e.g., Asana, Monday.com, Trello).
7. Ability to work cross-functionally in a fast-paced environment.

Preferred Qualifications:

1. Experience in SaaS or B2B tech companies.
2. ITIL or PMP certification is a plus.
3. Knowledge of AI-driven support tools and automation.

Why Join Us?

• Lead initiatives that impact our customers and business success.
• Collaborative, innovative environment fostering growth.
• Growth opportunities within a fast-paced tech company.

#J-18808-Ljbffr…