Customer Support Manager

PublicInput

Customer Support Manager leading Technical Support team at PublicInput. Driving operational performance and enhancing customer experience through efficient support solutions.

Posted 7/29/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing Technical Support operations, focusing on performance management, KPI ownership, and process improvements. Proficient in troubleshooting complex technical issues and collaborating with Product and Engineering teams to enhance customer support workflows.

Highest-signal resume keywords

Technical Support ManagementKPI OwnershipComplex Issue TroubleshootingIntercom Support PlatformAI-Powered Support Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportCustomer SupportTicket Management WorkflowsData AnalysisProcess Improvement

Soft Skills

CoachingPerformance ManagementEffective Communication

Tools & Technologies

IntercomAutomation Workflows

Industry Keywords

SaaS SupportEnterprise Customer SupportGovTech

About the role

Key responsibilities & impact

Lead and manage the day-to-day operations of the Technical Support team, including coaching, prioritization, and performance management
Own support operations and KPIs, driving improvements across response times, resolution quality, operational efficiency, and customer experience
Act as the primary escalation point for complex customer issues involving integrations, data workflows, and advanced platform troubleshooting
Partner closely with Product and Engineering teams to prioritize issues, improve workflows, and ensure timely resolution of customer-impacting problems
Manage and optimize support operations within Intercom, including reporting, workflows, automation, and AI-powered support initiatives
Analyze support trends and operational data to identify opportunities for process improvements, documentation enhancements, and scalable customer support practices
Maintain a high standard of customer communication across chat, email, and occasional live troubleshooting sessions
Help scale the support organization and customer support model to meet the evolving needs of enterprise and high-stakes customer environments

Requirements

What you’ll need

5+ years of experience in Technical Support, Customer Support, or related SaaS support environments
Prior experience managing or leading customer support teams in a high-growth SaaS company
Strong understanding of support operations, ticket management workflows, and KPI ownership
Experience troubleshooting moderately to highly complex technical issues involving integrations, configuration, workflows, or data-related scenarios
Demonstrated ability to partner effectively with Engineering and Product teams on escalations and issue resolution
Experience working within support platforms such as Intercom or similar ticketing systems
Familiarity with AI-powered customer support tools and automation workflows
Ability to analyze support metrics and operational trends to drive process improvements
Experience supporting enterprise or high-touch customer environments is preferred
GovTech or adjacent industry experience is a plus, but not required.

Benefits

Comp & perks

Unlimited Paid Time Off: You know yourself best, so we trust you to take the time you need to maintain a rewarding work/life balance.
Group Health, Dental, and Vision Plan: PublicInput offers a company-subsidized healthcare plan that covers 100% of your medical premiums or up to $800 per month for you and your dependents. We also have options to add Dental, Vision, Life, and other benefit coverages for the employee and their family.
HSA Contribution: PublicInput will contribute annually (spread over each month) to an employee’s Health Savings Account (HSA).
Pre-tax 401 (k): The company provides access to make pre-tax contributions to a 401 (k) plan, and will match 50 cents on the dollar up to 6% of an employee’s base salary