Manager, Customer Support

Oversee the ticket management process, ensuring effective investigation, troubleshooting, and diagnosing technical issues; effectively communicating solutions to customers. Balance the player and coach role by working alongside the team to resolve tickets. Lead the creation and maintenance of customer-facing documentation and training resources to enhance team efficiency. Identify opportunities to improve support team processes and establish workflows. Set performance expectations, monitor KPIs, and drive accountability. Act as the escalation point for complex issues, guiding root cause analysis, and ensure resolutions. Partner with Product and Engineering, leverage ticket data to improve processes, and evaluate automation solutions to enhance support workflows.