Manager, Customer Support

About the role

The Manager, Customer Support will lead and scale a high‑performing team of Technical Support Analysts, ensuring exceptional customer experiences through technical expertise, operational excellence, and empathy. You will own key metrics such as ticket backlog, CSAT, SLA compliance, and average resolution time while championing AI‑driven automation to increase efficiency.

Key responsibilities

• Accountable for Support Team KPIs: ticket backlog, CSAT, SLA, resolution time, AI/automation deflection rate.
• Own operations and upkeep of support tools (Salesforce, Jira, Notion) and drive new AI/automation functions.
• Analyze ticket volumes and trends to provide insights and recommend upstream process improvements.
• Create and manage onboarding plans for new Technical Support Analysts.
• Train and develop the team’s technical expertise, product knowledge, and AI/automation proficiency.
• Support the VP of Technology Services with staffing forecasts and recommendations.

Required profile

• Hands‑on leader who thrives in fast‑paced environments.
• Proven ability to solve complex operational challenges and balance strategic thinking with day‑to‑day execution.
• Experience leading technical support or customer service teams.
• Strong cross‑functional collaboration skills.

Required skills

• Salesforce
• Jira
• Notion

What we offer

• Competitive base salary $110,000‑$130,000 per year.
• Performance‑based variable compensation, total OTE $130,000‑$150,000.
• Opportunity to shape support operations at a fast‑moving tech company.