Customer Support Manager

Job Summary

A company is looking for a Customer Support Manager.

Key Responsibilities

• Lead and develop a distributed support team, ensuring accountability and customer empathy
• Own SLA performance, monitor KPIs, and oversee the full ticket lifecycle in Jira
• 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 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 a comparable ticketing platform
• Strong analytical skills for working with support metrics and presenting data-backed recommendations
• Familiarity with AI tools and their application in a support context