Support Manager

Job Summary

A company is looking for a Support Manager to lead a customer support team in a SaaS environment.

Key Responsibilities

• Lead, coach, and support a distributed customer support team across North America and the Philippines
• Establish processes to improve response times and manage ticket resolution
• Identify operational bottlenecks and implement effective support workflows

Required Qualifications

• Proven experience managing customer support or customer-facing teams in a technology or SaaS environment
• Strong leadership skills with the ability to build trust within teams
• Hands-on experience using Jira for ticket management and operational tracking
• Experience in B2B SaaS, enterprise software, or legacy software environments is strongly preferred
• Exposure to AI-enabled support tools or automation initiatives is a plus