Customer Support Manager

Job Summary

Leading a high-performing team of Technical Support Analysts, the full-time remote Customer Support Manager will be responsible for enhancing customer experiences through operational excellence, managing key performance indicators, and implementing AI-driven solutions to improve support workflows.

Key Responsibilities

• Oversee the Support Team's KPIs, ensuring high-quality customer support and operational efficiency
• Manage tools and processes for the Support Team, including the implementation of AI and automation strategies
• Analyze support ticket data to identify trends and drive continuous improvements in team performance and customer satisfaction

Required Qualifications

• 3+ years of experience leading a technical support team in a high-growth organization
• Strong background in technical troubleshooting and experience with support tools like Salesforce and ServiceNow
• Proven experience in deploying AI-enabled support capabilities and driving their adoption
• Demonstrated ability to analyze data and implement process improvements for operational scalability
• Exceptional collaboration skills with a track record of working cross-functionally with engineering and product teams