Customer Support Manager

Job Summary

A company is looking for a Customer Support Manager.

Key Responsibilities

• Lead and develop a distributed support team while managing staffing and performance
• Oversee support operations, including SLA performance and ticket lifecycle management
• Implement AI tools to enhance support workflows and drive continuous improvement initiatives

Required Qualifications

• 5+ years of experience in software support or technical customer success, with at least 2 years in a management role
• Experience leading distributed or remote teams across different time zones
• Hands-on experience with Jira or similar ticketing systems
• Strong analytical skills for working with support metrics and presenting data-driven recommendations
• Familiarity with AI tools and their application in support contexts