Customer Support Manager

Role and Team Focus:

• This role is a critical part of the Support team, focused on providing a best-in-class experience by acting as thinking partners for customers.
• Lead through an active transformation involving AI tools and evolving support standards to raise team capability and customer outcomes.

Key Responsibilities:

• Communicate a compelling vision, develop team members with intention, and guide them through new workflows and AI adoption.
• Use support data and AI tools to drive efficient workflows, meet SLAs across channels, and serve as an escalation point for complex issues.
• Own team processes and documentation to continuously improve support operations and build scalable knowledge infrastructure.

Qualifications and Environment:

• Requires 2+ years of management experience with a track record of leading teams through change in fast-paced, customer-focused environments.
• Must learn complex software quickly, demonstrate excellent communication, and have genuine enthusiasm for AI tools in support.
• Previously held a customer-facing role at a B2B or SaaS company, with a positive attitude and motivation to achieve high team engagement.