Technical Support Manager

Job Summary

Owning the support function for the PLG user base, the full-time remote Technical Support Manager will manage customer inquiries, billing operations, and automation improvements while driving customer education and setting quality standards.

Key responsibilities

• Oversee end-to-end support for PLG users, including product inquiries, billing issues, and technical troubleshooting
• Continuously improve the AI support layer and build automations to enhance efficiency and reduce manual workload
• Collaborate with cross-functional teams to report on support performance and influence product roadmaps based on user feedback

Required qualifications

• 2 to 4 years of experience in customer-facing support or technical support at a SaaS company, preferably with PLG experience
• Hands-on experience with Intercom and Fin, along with a track record of managing or improving support operations
• Experience integrating AI into support workflows and improving deflection rates
• Demonstrated technical ability in building automations and working with APIs (REST, JSON, webhooks)
• Strong judgment in billing and subscription operations, including handling refunds and plan changes