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About the role
Key responsibilities & impact- Lead and develop a team of 8+ Technical Support Specialists with clear goals, documented expectations, and coaching systems.
- Own 1 to 2 AI or automation initiatives per half, from defining the opportunity to measuring business impact.
- Hold accountability for your team's queue performance and the operational health of Global Support as a whole.
- Drive proactive support programs like churn prevention and onboarding health checks.
- Partner with Support Operations on support ticket deflection and self-service improvements.
Requirements
What you’ll need- 6-8+ years of experience leading customer support teams in a SaaS or tech environment.
- Experience leading other managers is a plus.
- Deep fluency in support operations: workforce management, capacity planning, SLA management, and queue health metrics.
- Clear communication in async, distributed environments.
- Directly connected to the customer experience and maintain product knowledge.
- Must be available during Pacific Time core hours.
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
AI initiativesautomation initiativesworkforce managementcapacity planningSLA managementqueue health metrics
Soft Skills
leadershipcoachingclear communicationaccountability