Manager, Customer Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a team of 3 to 7 technical support specialists

• Guide and develop the team through regular one-on-one meetings, mentoring, skills enhancement, and Quarterly Growth Alignments

• Take ownership of team OKRs and ensure alignment with organizational priorities

• Conduct ticket reviews, collaborate on tickets, document walkthroughs, and enhance quality assurance

• Transform recurring issues into formalized procedures and preventive measures

• Develop AI-assisted quality assurance in collaboration with the Technical Support Operations Lead

• Act as an escalation point for both internal and external stakeholders

• Participate in strategic client calls and represent the Support team on-site when necessary

• Collaborate with onboarding, sales, account management, engineering, and product teams

• Manage engineering tickets and advocate for client requirements as well as internal tools

• Share responsibility for 24/7 support, 7-7 intake, and event coverage

• Work alongside BPO partners and report on support OKRs

• Take on assigned projects and identify further opportunities for improvement

• Assist with inbound tickets in Intercom, live-event chats, Zoom calls, intake, defect reproduction, log investigation, and client integrations

⛳️ Requirements

• 3+ years of experience leading a team that resolves technical issues for customers or end-users

• 2+ years of direct people management experience, including hiring, one-on-ones, and performance discussions

• Proven experience handling escalations directly with client stakeholders, including senior-level contacts

• Direct management experience with a focus on taking ownership of escalations

• Sufficient technical understanding to coach support representatives effectively

• Ability to identify recurring issues, utilize tickets and data, and create documented procedures

• Capability to design coverage for 24/7 support, intake processes, and events

• Proficiency in using AI and automation to minimize repetitive tasks and measure quality

• Preferred: experience managing distributed or multi-time-zone teams, including BPO partners

• Preferred: experience in enterprise healthcare, particularly with integrations or healthcare workflows

• Preferred: familiarity with quarterly reviews and strategic OKRs

• Preferred: working knowledge of Twilio, SIP, WebRTC, or similar communication technologies

• Preferred: hands-on experience with APIs, SQL, or basic coding

• Preferred: experience with Intercom and the application of AI in support workflows

• No relocation or sponsorship will be offered

• C2C candidates will not be considered

🏝️ Benefits

• Hybrid/remote working arrangements

• Comprehensive benefits package, including a 401(k) plan with matching contributions

• Flexible paid time off (PTO)

• Values-driven and mission-oriented workplace

• Dynamic, energetic atmosphere with a fantastic culture

• 24/7 support coverage structure

• Integration of AI and automation into everyday tasks