Customer Support Manager
Core
Lead the day-to-day operations of the Support Services team for enterprise software and SaaS products, ensuring efficient issue resolution and exceptional customer service.
Role type
Senior IC Customer Support Manager
Builds
Support operations, customer experience, and knowledge management programs for county government and official records organizations.
Domain
Software / SaaS / Government Records
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership and coaching, support operations management, performance monitoring, escalation management, process improvement, data analysis, stakeholder collaboration, knowledge management, AI/automation adoption
Preferred skills
Experience with AI-assisted support tools, automation of repetitive tasks, self-service resource development
Technologies
AI-assisted ticket management, knowledge search tools, ticket summarization tools, self-service platforms
Responsibilities
Manage daily support activities, monitor key metrics (SLA, response times, backlog), handle complex customer escalations, partner with Product/Development to reduce recurring issues, develop team members and career paths, implement process improvements and automation
Seniority
Senior, hands-on IC
