This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

We’re looking for a Support Manager who deeply cares about customers and understands that great support is built through strong systems, clear ownership, and disciplined execution. This role is responsible for the day-to-day health of the support operation—ensuring customers get timely, high-quality help, agents are supported and developing, and our tools (including AI) are used intentionally to scale impact. You’ll balance people leadership with operational rigor, and you’ll be expected to think beyond “today’s queue” toward how we serve customers better tomorrow.

What You Will Do

• Own daily and weekly performance across support channels (email, chat, phone), including wait times, backlog, resolution quality, and customer sentiment.
• Actively manage capacity, volume, and priorities—anticipating issues before they show up in dashboards.
• Ensure customers receive clear, accurate, and empathetic support, even during high-volume or high-stress periods.
• Use data to identify and effectively communicate trends, risks, and opportunities—not just report on them.
• Lead, coach, and develop a team of Support Specialists with a strong focus on accountability, growth, and confidence.
• Set clear expectations and follow through—recognizing great work and addressing gaps early.
• Foster a culture of ownership, curiosity, and customer empathy.
• Partner closely with Support Operations, Enablement, and Knowledge teams to effectively adopt and improve AI-assisted support.
• Reinforce high-quality workflows that balance speed, accuracy, and customer experience.
• Help translate customer pain into actionable feedback—without noise or exaggeration.
• Communicate clearly and confidently with stakeholders at multiple levels.

Qualifications

• Proven Leadership: 3+ years of experience managing teams within a customer support environment, with a track record of driving both performance and engagement.
• Talent Development: Passion for coaching and a proven ability to mentor early-career professionals, helping them grow in skill, confidence, and accountability.
• Communication Mastery: Clear, confident communicator who ensures partners and leadership are always aligned and never surprised.

Requirements

• Proactive Ownership: Notice potential issues early, take immediate ownership, and bring solutions—not just problems—to the table.
• High-Stakes Focus: Lead with urgency during peak periods, simplifying complex situations and keeping the team focused on what’s essential.
• Intentional Accountability: Set crystal-clear expectations and provide direct, timely, and constructive feedback.
• Data-Driven Judgment: Use metrics and trends to drive decisions, understanding the "why" behind the data.
• Balanced Action: Strong bias toward action, tempered by seasoned judgment to know when to slow down and consider long-term tradeoffs.
• Scalable Impact: Look for ways to use AI and systems to increase efficiency without sacrificing quality.

Nice to Haves But Not Required

• Experience supporting SaaS products.
• Exposure to AI-powered support tools or automation.
• Comfort partnering cross-functionally with Product, Engineering, and other customer-facing teams.
• Experience leading through change or growth.

Benefits

• Health + Wellness: Access to generous health, vision, and dental insurance options as well as HealthiestYou, a healthcare service that offers convenient, confidential access to quality doctors 24/7.
• Time Off: Competitive PTO package that includes 20 PTO days, 3 flex days, 4 optional volunteer days, 12 paid holidays, and paid parental leave.
• 401k: 401k match to help invest in your future.
• Equipment: Everything you need to be successful, shipped right to your door.
• Compensation: Salary range of $53,500 - $80,000, with eligibility for a discretionary bonus.
• Location: Permanent, full-time, fully remote position (within the U.S. and select Canadian Provinces only).