Customer Support Manager

Job Summary

Customer Support Manager, responsible for leading a remote team in the end-to-end resolution of Tier 1-3 support tickets in a full-time role, focusing on performance management and the integration of AI tools to enhance support operations.

Key Responsibilities

• Lead and develop a distributed support team while managing staffing and performance
• Oversee support operations, ensuring adherence to SLAs and monitoring key performance indicators
• Implement AI tools to streamline workflows and improve ticket resolution efficiency

Required Qualifications

• 5+ years of experience in software support or related field, 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 present data-driven insights
• Familiarity with AI tools and their application in support contexts