Senior Manager of Customer Support

Job Summary

A company is looking for a Senior Manager, Customer Support.

Key Responsibilities

• Lead and develop a team of Support Analysts, focusing on high performance and growth
• Own the AI strategy for support operations and integrate AI tools into workflows
• Manage escalations and ensure effective incident response and premium support for enterprise accounts

Required Qualifications

• 5+ years in a post-sale technical leadership role at a SaaS company
• 5+ years supporting an Enterprise SaaS platform with complex customer environments
• 3+ years in incident response or escalation management leadership
• Experience using AI tools in support operations
• Proven ability to build and manage a metrics-driven support operation