Support Manager

Why we're hiring:

The Support and Operations Manager is responsible for leading the end-to-end support operations for the Wrike platform across all solutions. This role ensures that global users receive timely, accurate, and high-quality support, while maintaining platform stability and driving continuous improvement.

The manager oversees Tier 2–3 support cases, manages escalations, maintains programme knowledge and documentation, supports BAU operations, and partners closely with Product and Implementation teams to resolve systemic and cross-solution issues.

This role plays a critical part in ensuring user satisfaction, platform adoption, and operational excellence within the global Wrike Programme.

What you'll be doing:

• You will lead the global support operations: Oversee and manage the global Wrike support framework, encompassing Tier 2 and Tier 3 support levels. Design, implement, and continuously improve support procedures, workflows, service level agreements (SLAs), and escalation protocols. Regularly monitor platform performance, user experience, and overall operational health to ensure consistent global quality standards.
• You will manage all platform issues and escalations: Supervise day-to-day support operations to ensure timely and effective ticket resolution. Act as the escalation point for complex or high-impact platform issues. Collaborate closely with Product Managers, Implementation teams, and external vendors where required. Proactively identify recurring or systemic issues and drive sustainable, long-term solutions.
• You will manage the programme knowledge: Ensure the ongoing maintenance, enhancement, and optimisation of support documentation, FAQs, known-issue registers, and self-service resources. Work closely with Product and Implementation Leads to keep all materials aligned with platform changes and the evolving product roadmap. Systematically document system behaviours, limitations, and recommended troubleshooting approaches.
• You will serve as the user advocacy and experience representative: Act as the voice of the user within the Wrike Programme by identifying pain points, risks, and improvement opportunities. Foster collaboration and continuous learning across teams to improve service quality and responsiveness. Monitor user satisfaction signals and translate insights into actionable improvements.
• You will support reporting and governance: Deliver regular and consistent reporting to the Product and Programme teams, including ticket volumes, SLA performance, issue categories, and emerging trends. Provide operational insights that support platform governance, prioritisation, and informed roadmap decisions.
• You will support BAU operations: Own the run and execution of BAU platform wise support and operational tasks following handover from the Product Development team. Learn and operationalise established BAU processes, automations, and support routines without being responsible for development. Ensure smooth transition from build to run, execute BAU activities reliably, and act as the operational owner once solutions move into steady state.

What you'll need:

• Essential Requirements
  • Technical & Platform Skills
    • Experience supporting SaaS project or work management platforms (Wrike preferred).
    • Strong troubleshooting, analytical, and problem-solving skills.
    • Understanding of workflow automation, integrations, and enterprise systems.
  • Operational Skills
    • 5+ years’ experience in global support operations, service management, or similar roles.
    • Proven experience managing SLAs, incident management, and escalation paths.
    • Strong documentation, process definition, and operational governance skills.
  • Stakeholder & Communication Skills
    • Ability to work effectively with cross-functional teams including Product, Integration, and Business Units.
    • Excellent communication skills, with the ability to engage both technical and non-technical audiences.
    • Experience working with global teams across multiple time zones.
  • Highly Desired Skills and Experience
    • Strong attention to detail, ensuring accuracy and consistency across all deliverables.
    • ITIL certification or experience working in ITIL-based service environments.
    • Experience using analytics and reporting to identify support trends and drive continuous improvement.
    • Previous experience working within large, complex global organisations.
    • Ability to work independently with minimal supervision, taking ownership and initiative

Who you are: