Customer Support Manager

Job Summary

A company is looking for a Customer Support Manager.

Key Responsibilities

• Lead and mentor a distributed support team, ensuring accountability and collaboration
• Own SLA performance and oversee the full ticket lifecycle in Jira, ensuring accurate documentation and routing
• Champion the use of AI tools to streamline support workflows and drive continuous improvement initiatives

Required Qualifications

• 5+ years of experience in software support or related field, with at least 2 years in a management role
• Experience leading distributed teams across different time zones
• Hands-on experience with Jira or similar ticketing platforms
• Strong analytical skills to work with support metrics and present data-backed recommendations
• Familiarity with AI tools and their application in a support context