Manager/Sr. Manager, Global Support

Job Description

Take the lead in developing a high-performing team of 8+ Technical Support Specialists. Dedicate a minimum of 2 hours each week to directly engaging with customers. Drive innovation by owning 1 to 2 AI or automation projects every six months. Ensure team accountability for queue performance and maintain operational excellence. Collaborate with Support Operations to enhance self-service resources and minimize issue escalations. Act as a key representative for Global Support across all business functions. Champion diversity, inclusion, belonging, and equity (DIBE) principles in hiring practices and team dynamics.

Qualifications

1. Possess 6-8+ years of demonstrated experience in leading customer support teams within a SaaS or technology-driven environment. 2. Exhibit deep customer-centricity with a strong bias for action. 3. Have active experience utilizing AI tools and technologies in professional settings. 4. Demonstrate a thorough understanding of support operations and their impact on achieving key business outcomes. 5. Be decisive and proactive when facing uncertain situations. 6. Demonstrate fluency in support operations, including workforce management, capacity planning, and SLA management. 7. Possess the ability to foster cross-functional trust and maintain high visibility. 8. Communicate clearly and proactively in asynchronous distributed environments. 9. Strategic partnership experience with senior leadership (for Sr. Manager level).

Benefits

- Equity offerings - Bonus opportunities