Technical Support Manager / Senior Manager

Location: Remote
Employment Type: Full-Time
Reports To: Director, Global Support
Working Hours: Pacific Time (PST) aligned

About the Company

We are a global SaaS company building AI-powered automation tools that help teams streamline workflows, improve productivity, and scale operational efficiency. Our platform is used by businesses worldwide to automate repetitive work, integrate systems, and unlock more strategic, human-centered work.

We are currently undergoing a major transformation within our Support organization—scaling our Enterprise business while rebuilding how support operates through AI-first systems, automation, and cross-functional collaboration.

About the Role

We are hiring a Technical Support Manager / Senior Manager to lead a team of Technical Support Specialists and drive the evolution of our global Support function.

This role sits at the center of our Support transformation and blends:

People Leadership & Team Development
Technical Support Operations
AI & Automation Transformation
Cross-Functional Partnership

Depending on experience level, this role may operate at Manager or Senior Manager scope. Senior Manager candidates will take on broader ownership across Global Support strategy and transformation initiatives.

Key Responsibilities

1. Team Leadership & Development

Lead and develop a team of 8+ Technical Support Specialists
Set clear expectations, goals, and performance frameworks
Build structured coaching systems to drive independence and growth
Own hiring, onboarding, performance management, and career development
At Senior Manager level: develop other managers and broader team capability

2. Customer Support Operations

Own day-to-day performance of support queues and service levels
Ensure SLA adherence, queue health, and operational stability
Spend at least 2 hours per week in customer-facing support queues
Maintain strong visibility into customer issues and product friction points

3. AI & Automation Transformation

Lead 1–2 AI or automation initiatives per half
Use internal AI tools to reduce ticket volume and improve efficiency
Redesign workflows to increase self-service and deflection rates
Experiment with AI-driven support models and iterate based on impact

4. Workforce & Capacity Management

Partner with Workforce Management on forecasting and staffing models
Monitor volume trends and adjust resourcing as needed
Ensure optimal balance between efficiency, coverage, and customer experience

5. Cross-Functional Collaboration

Partner with Product, Engineering, and Go-To-Market teams
Act as the voice of the customer in product and operational decisions
Build strong internal credibility for Support as a strategic function
Ensure alignment across teams on key customer issues and initiatives

6. Proactive Support & Customer Experience

Drive proactive support programs (onboarding health, churn prevention, retention efforts)
Improve self-service and support deflection strategies
Identify recurring issues and drive long-term fixes with Product teams

7. Reporting & Visibility

Communicate team performance, insights, and customer trends clearly and proactively
Share learnings across the organization to improve decision-making
Ensure leadership has visibility into operational health and risks

What Success Looks Like

Support team operates with high performance, clarity, and accountability
AI and automation meaningfully reduce support workload and improve efficiency
Customer issues are identified and resolved proactively, not reactively
Cross-functional teams actively seek Support input in decision-making
Operational metrics (SLA, queue health, resolution time) remain consistently strong
Team members grow into high-performing, self-sufficient operators

Ideal Candidate Profile

Must-Have

6–8+ years in customer support or technical support leadership (SaaS or tech environment)
Proven experience leading and developing support teams
Strong understanding of support operations (SLA, queues, WFM, capacity planning)
Experience using AI tools or building AI-driven workflows in a professional setting
Strong communication skills in distributed, async environments
Ability to connect support performance to business outcomes (ARR, retention, efficiency)

Nice-to-Have

Experience leading other managers (Senior Manager level)
Exposure to Enterprise SaaS support environments
Experience with automation tools or workflow platforms
Strong product sense and technical troubleshooting background
Experience working in fast-scaling or transformation-heavy environments

Key Traits for Success

Strong bias for action and decision-making
Highly customer-centric mindset
Comfortable working in ambiguity and fast change
Process-driven but highly adaptable
Strong ownership mentality (“drives things end-to-end”)
Curious and proactive in adopting AI and new technologies

Work Requirements

Must be available during Pacific Time (PST) working hours
Fully remote role with global hiring eligibility (subject to local employment support)
Comfortable working in a fast-paced, distributed team environment

Why This Role

Play a central role in transforming Support into an AI-first function
High ownership role with direct impact on customer experience and business outcomes
Opportunity to shape systems, processes, and team structure at scale
Strong visibility with senior leadership and cross-functional teams
Clear path for growth into broader Support or Operations leadership roles

Manager/Sr. Manager, Global Support - 59418650519