Senior Support Manager

Job Summary

Seeking a Senior Support Manager who will lead the support organization in a full-time remote capacity, focusing on redesigning systems and processes to enhance customer experience while building a high-performing team and leveraging AI for operational efficiency.

Key responsibilities

• Design and improve support operations, creating scalable processes and playbooks
• Lead and develop a technical support team, fostering a culture of ownership and accountability
• Monitor and enhance operational metrics to ensure high-quality customer service and proactive communication

Required qualifications

• 5+ years of experience in leading support or customer operations teams
• Proven track record in improving or scaling support organizations
• Experience in building processes and quality programs from the ground up
• Strong leadership skills with a history of developing high-performing teams
• Hands-on experience with AI tools to enhance productivity and workflows