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About the role
Key responsibilities & impact- Lead and develop a team of 8+ Technical Support Specialists.
- Spend a minimum of 2 hours per week in customer-facing queues.
- Own 1 to 2 AI or automation initiatives per half.
- Hold accountability for team’s queue performance and operational health.
- Partner with Support Operations to improve self-service and deflection.
- Represent Global Support across the business.
- Apply DIBE practices in hiring and team environment.
Requirements
What you’ll need- 6-8+ years of experience leading customer support teams in a SaaS or tech environment.
- Deep customer centricity with a bias for action.
- Experience using AI in work environments actively.
- Understanding of support operations related to business outcomes.
- Decisive with a proactive approach in uncertain situations.
- Fluency in support operations: workforce management, capacity planning, SLA management.
- Ability to build cross-functional trust and visibility.
- Clear and proactive communication in async distributed environments.
- Strategic partnership experience with senior leadership (for Sr. Manager level).
Benefits
Comp & perks- Offers Equity
- Offers Bonus
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
AIautomationworkforce managementcapacity planningSLA management
Soft Skills
leadershipcustomer centricitydecisivenessproactive communicationcross-functional trust