Customer Support Manager

New

Location: Remote, Monday–Friday, 6 AM – 5 PM PT / 9 AM – 8 PM ETFull-TimeManager

SalaryThis role pays a market-competitive base salary and is eligible to participate in the company’s annual bonus plan. You may also be eligible for our equity incentive program.

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Job Details

Experience: 5+ years of experience in Technical Support, Customer Support, or related SaaS support environments
Required Skills: SaaSTroubleshootingTechnical support

Requirements

5+ years of experience in Technical Support, Customer Support, or related SaaS support environments
Prior experience managing or leading customer support teams in a high-growth SaaS company
Strong understanding of support operations, ticket management workflows, and KPI ownership
Experience troubleshooting moderately to highly complex technical issues involving integrations, configuration, workflows, or data-related scenarios
Demonstrated ability to partner effectively with Engineering and Product teams on escalations and issue resolution
Experience working within support platforms such as Intercom or similar ticketing systems
Familiarity with AI-powered customer support tools and automation workflows
Ability to analyze support metrics and operational trends to drive process improvements
Experience supporting enterprise or high-touch customer environments is preferred
Comfortable operating in a hands-on player/coach environment
Ability to support live customer needs and occasional high-priority troubleshooting scenarios

Responsibilities

Lead and manage the day-to-day operations of the Technical Support team, including coaching, prioritization, and performance management
Own support operations and KPIs, driving improvements across response times, resolution quality, operational efficiency, and customer experience
Act as the primary escalation point for complex customer issues involving integrations, data workflows, and advanced platform troubleshooting
Partner closely with Product and Engineering teams to prioritize issues, improve workflows, and ensure timely resolution of customer-impacting problems
Manage and optimize support operations within Intercom, including reporting, workflows, automation, and AI-powered support initiatives
Analyze support trends and operational data to identify opportunities for process improvements, documentation enhancements, and scalable customer support practices
Maintain a high standard of customer communication across chat, email, and occasional live troubleshooting sessions
Help scale the support organization and customer support model to meet the evolving needs of enterprise and high-stakes customer environments

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