Senior Manager, Customer Support

Job Summary

Owning the global customer support operation, the full-time Senior Manager, Customer Support will manage performance across regions, drive automation initiatives, and foster a resolution-first culture in a remote environment.

Key Responsibilities

• Take end-to-end accountability for customer support performance across all regions and channels
• Partner with internal teams to push routine support toward automated resolution
• Lead the shift toward a resolution-first mindset through coaching and training initiatives

Required Qualifications

• 8+ years in customer support or contact center operations leadership
• Proven track record of leading automation or digital transformation in support organizations
• Experience in improving support team quality and culture
• Comfort operating against delivery metrics while maintaining customer focus
• Strong cross-functional influencing skills with various operational teams