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, operational processes, and AI support enhancements while driving customer education and improving existing tools.

Key responsibilities

• Oversee end-to-end support for PLG users, including product inquiries, billing issues, and technical troubleshooting
• Continuously improve AI support capabilities and build automations to reduce manual support workload
• Collaborate cross-functionally to report on support performance and influence product roadmap priorities

Required qualifications

• 2 to 4 years of experience in customer-facing support or technical support at a SaaS company
• Hands-on experience with Intercom and Fin
• Proven track record of managing or significantly improving a support function
• Experience working with AI support agents and building automations using APIs
• Strong understanding of billing and subscription operations, including refunds and plan changes