Join Our Team! We're seeking a Regional Technical Support Delivery Manager to lead frontline support in your assigned region. This role is key to our strategy, ensuring exceptional technical support with effective team performance management. What will your impact be in the role? Responsible for the daily execution of support, ensuring compliance with SLAs and operational objectives. Manage staff coverage and optimize equipment availability in collaboration with Support Operations. Ensure that each team member assumes full responsibility for their cases, providing high-quality support. Lead and develop a team of support specialists, fostering a results-driven culture. Monitor and improve case management efficiency, response times, and support quality. Conduct regular 1:1 meetings and coaching sessions with transparency. ️ Implement support workflows and case management standards. Collaborate with Support Operations to adopt new tools and training programs. Drive continuous improvements in case flow and escalation prevention. Serve as the point of contact for customer escalations, ensuring timely action and clear internal coordination. Elevate the voice of the customer by documenting critical issues and collaborating with Product and Engineering teams. Support client implementation readiness and transitions. What you will contribute Over 5 years of leadership experience within technical support environments. Ability to drive the performance and productivity of regional support teams. Solid understanding of case management and SLA-based operations. Successful implementation of performance improvement plans and coaching. Excellent organizational skills, action-focused and clear. Effective communicator, capable of leading with transparency and inspiring commitment. Familiarity with Salesforce, HubSpot, or similar; experience with CRM products is a plus. Desirable Experience leading support teams in enterprise software or SaaS. Working knowledge of CRM systems (SugarCRM preferred). Exposure to operational frameworks such as ITIL, Six Sigma, or Agile service management. Understanding staff forecasts and support analysis. Modality This role operates under a hybrid model in Medellín , combining remote work and in-person collaboration at our XXX headquarters, specifically in the office 3 days a week. Benefits we offer Access to coworking spaces to foster creativity. Celebrations of special days to strengthen the work environment. Online games and team-building activities to enhance team integration. Flexible hours to balance your personal and professional life.