Customer Support Manager

Role & responsibilities

• Overall 10+ years of software industry experience, with a minimum of 5+ years in customer support or technical support leadership, ideally within a SaaS or software environment.
• Demonstrated experience applying AI or automation within a support or service organization, such as AI assisted triage, chatbots, or self service deflection, is required.
• Strong troubleshooting and case resolution skills, with the ability to personally handle complex tickets alongside leading a team.
• Strong stakeholder management and communication skills, comfortable engaging Product, Development, and Professional Services teams.
• Experience managing distributed, cross regional support teams, including matrixed or dotted line reporting structures.
• Hands on experience configuring and administering Zendesk (or a comparable ticketing platform) to support team workflows, automations, and reporting.
• Working knowledge of Jira for cross functional issue tracking, escalation management, and collaboration with Product and Development.
• Data driven approach, comfortable using SLA, CSAT, and ticket metrics to guide coaching and process improvements, and to report outcomes with clear accountability.
• Fluent in English, both written and spoken; additional languages are a plus.

Preferred candidate profile