Customer Support Manager

Job Summary

Customer Support Manager is a full-time remote position responsible for leading a distributed support team, ensuring efficient resolution of support tickets, and driving improvements through AI-augmented workflows.

Key Responsibilities

• Lead and develop a geographically distributed support team while managing staffing and performance
• Oversee SLA performance and the full ticket lifecycle in Jira, ensuring effective classification and resolution
• Implement AI tools to enhance support workflows and conduct trend analysis for continuous improvement

Required Qualifications

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