Manager/Sr. Manager, Global Support - 59418650519

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

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.

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.

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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)

• 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

• 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

• 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

• 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