Manager, Technical Support – AI Sequencing

Nooks

Technical Support Manager overseeing support for Nooks AI Sequencing product line. Leading execution and strategy to ensure customer satisfaction at a fast-paced startup.

Posted 5/12/2026full-timeSan Francisco • California • 🇺🇸 United StatesMid-LevelSenior💰 $154,900 - $206,700 per yearWebsite

Tech Stack

Tools & technologies

VoIP

About the role

Key responsibilities & impact

Lead and scale a team of veteran support ICs (8+ years average).
Own day-to-day support outcomes across channels such as live chat, Slack, and email.
Design an AI-native shared knowledge base for a product that is growing incredibly fast in both users and feature surface area.
Build agents and automations that automate repetitive work in the customer lifecycle.
Represent the voice of the customer. Find patterns and trends across tickets and work directly with PM and Eng to ship fixes.

Requirements

What you’ll need

5+ years in Technical Support, including 2+ years in a leadership or management role at a B2B SaaS company.
Experience at an early stage or high-growth startup where you built or meaningfully improved support processes from the ground up.
Proven success managing support KPIs, SLAs, and CSAT in a real-time, live chat environment across channels such as in-app messaging and Slack.
Strong troubleshooting background across technical systems such as APIs or MCPs, integrations, and VoIP.
Experience leading cross-functional initiatives with Engineering and Product in environments with fast release cadences.
Data-driven mindset with hands-on experience using support analytics to forecast problems, root-cause issues, and drive decisions.

Benefits

Comp & perks

Competitive compensation
Equity
Generous perks
Comprehensive benefits

ATS Keywords

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Hard Skills & Tools

Technical SupportAI-native knowledge base designAutomationTroubleshootingAPIsMCPsIntegrationsVoIPSupport analyticsKPI management

Soft Skills

LeadershipCommunicationData-driven mindsetProblem-solvingCross-functional collaboration