MSPbots.ai

Manager

• Own the strategy and roadmap for the support function across Asia and US
• Lead, mentor, and develop a cross-regional support team of 6
• Own support KPIs and SLAs—response time, resolution time, CSAT, and backlog health
• Act as the primary point of escalation for complex or high-severity issues
• Communicate directly with clients on escalated matters
• Own and continuously improve support SOPs, playbooks, ticket workflows, and onboarding
• Manage shift coverage and workload distribution across time zones
• Champion the adoption of AI-assisted support tools
• Track recurring issues, surface trends and root causes

Support Manager