Overview
Technical Customer Service Manager | Remote Jobs in Romania at Adaca
Title: Technical Customer Service Manager | Remote
Company: Adaca
Location: Romania
Things to know before applying:
• You must have your own work equipment
• You are able to work remotely
• You can work full-time for this role
• Only candidates who meet the requirements will be contacted
• Amenable to work on an Independent Contractor Arrangement
• You can start ASAP
Role Summary
A Technical Customer Service Manager leading a Romania-based support function within a fast-
growing AI-driven cybersecurity environment. The role focuses on delivering high-quality
technical support while aligning with a mission to proactively combat fraud through innovative,
data-driven solutions. You will operate in a collaborative, agile setting, bridging customer
experience, technical operations, and product intelligence.
Key Responsibilities
• Lead and develop a technical support team, ensuring strong service delivery, engagement,
and continuous improvement
• Manage complex technical enquiries and escalations related to AI-driven platforms across
voice and messaging channels
• Optimise support processes, SLAs, and KPIs to enhance efficiency, scalability, and customer
outcomes
• Partner with product and engineering teams to translate customer insights into
improvements, particularly around fraud detection and counter-intelligence capabilities
• Analyse support data and trends to strengthen operational performance and contribute to a
centralised intelligence ecosystem
Qualifications
• Proven experience leading technical customer support teams in SaaS, AI, or cybersecurity
environments
• Strong understanding of support operations, ticketing systems, and escalation frameworks• Experience supporting complex, data-driven platforms (e.g. AI systems, APIs, or cloud-based
solutions)
• Ability to interpret and act on customer and operational data to drive improvements
• Demonstrated leadership skills with experience building and scaling high-performing teams
• Strong communication skills in English; Romanian language proficiency required
• Relevant degree in IT, Engineering, or equivalent practical experience
Additional Context
• Exposure to fraud prevention, cybersecurity, or intelligence-driven platforms is highly
regarded
• Interest in mission-driven technology focused on disrupting fraud networks and protecting
users at scale
• Experience working in environments that prioritise innovation, real-time learning systems, and
measurable impact
Hiring Process:
• Initial Interview
• Behavioral Interview
• Client interview
About Adaca:
Adaca is at the forefront of bridging software development solutions by connecting Australian
mid-tier companies with top-tier talents in the Philippines. Our unique approach is rooted in
creating an employee-centric experience that fosters a simple, low-pressure environment for our
developers. This philosophy not only enhances productivity but also delivers unparalleled value
to our clients, fostering a cycle of growth and talent attraction.
