Manager, Technical Services at Roku. About the role Roku is seeking a dedicated and experienced Manager of Technical Services to join our team in Cambridge, United Kingdom. In this pivotal role, you will oversee the technical support operations, ensuring that our customers receive exceptional service and support for our innovative streaming solutions. You will lead a team of technical support professionals, driving improvements in processes and enhancing customer satisfaction. This position is ideal for someone with a strong technical background and a passion for delivering high‑quality service in a fast‑paced environment.

Key facts Location: Cambridge, United Kingdom Engagement: Full‑time Salary: Competitive, commensurate with experience Visa: Sponsorship available for qualified candidates

What you'll do

- Lead and manage a team of technical support specialists, providing guidance and mentorship to ensure high performance and professional development.
- Develop and implement effective support strategies that enhance the customer experience and streamline technical operations.
- Collaborate with cross‑functional teams, including product development and engineering, to identify and resolve customer issues and improve product offerings.
- Analyze support metrics and customer feedback to identify trends and areas for improvement, driving initiatives to enhance service quality.
- Establish and maintain strong relationships with key stakeholders, both internally and externally, to ensure alignment on support processes and customer needs.
- Create and maintain comprehensive documentation for support processes,



ensuring that team members have access to the information they need to assist customers effectively.
- Conduct regular training sessions for the support team to keep them updated on new products, features, and best practices in customer service.
- Act as an escalation point for complex technical issues, providing expert guidance and support to resolve customer concerns swiftly.
- Monitor industry trends and competitor offerings to ensure that Roku remains a leader in customer support and technical services.
- Participate in the recruitment and onboarding of new team members, ensuring that the team is equipped with the skills and knowledge necessary for success.
- Foster a culture of continuous improvement within the team, encouraging innovative solutions and proactive problem‑solving.
- Prepare regular reports for senior management on team performance, customer satisfaction metrics, and ongoing improvement initiatives.

Requirements

- A minimum of 5 years of experience in technical support or a related field, with at least 2 years in a leadership role.
- Robust technical background, preferably in the streaming or consumer electronics industry, with a solid understanding of software and hardware troubleshooting.
- Proven experience in managing and developing high‑performing teams, with a focus on customer service excellence.
- Excellent communication skills, both verbal and written,



with the ability to convey complex technical information to non‑technical audiences.
- Strong analytical skills, with the ability to interpret data and make informed decisions to drive improvements.
- Experience with customer relationship management (CRM) tools and support ticketing systems.
- A proactive approach to problem‑solving, with the ability to think critically and adapt to changing circumstances.

Nice to have

- Familiarity with streaming technologies and platforms, including knowledge of Roku products and services.
- Experience in project management or process improvement methodologies, such as Agile or Lean.
- Previous experience in a fast‑paced technology environment, particularly in a startup or high‑growth company.
- Multilingual skills are a plus, as they can enhance communication with a diverse customer base.

Skills & tools

- Proficiency in CRM software and support ticketing systems (e.g., Zendesk, Salesforce).
- Strong knowledge of troubleshooting techniques for both software and hardware issues.
- Familiarity with data analysis tools and reporting software to track performance metrics.
- Ability to use collaboration tools (e.g., Slack, Microsoft Teams) to facilitate communication within the team.

Practical notes

- This role is based in Cambridge, United Kingdom, and may require occasional travel for team meetings or training sessions.
- Candidates must be eligible to work in the UK; visa sponsorship is available for the right candidate.
- The position may involve working flexible hours to accommodate customer needs and support team schedules.

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📌 Manager, Technical Services (Cambridge)
🏢 Roku
📍 Cambridge