About this role

Lead and develop a team of 8+ Technical Support Specialists
Own the full talent lifecycle: hiring, onboarding, performance, and development.
Spend a minimum of 2 hours per week in customer-facing queues to stay directly connected to the customer experience.
Own 1 to 2 AI or automation initiatives per half, from defining the opportunity to measuring business impact.
Partner with Support Operations on support ticket deflection and self-service improvements.
Build strong relationships with peer managers and stakeholders and lead your team through change with clear communication and readiness.

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.
Strong understanding of how queue health, support ticket deflection, and proactive support programs connect to ARR, retention, and cost efficiency
Ability to communicate clearly and proactively in async, distributed environments.
Comfort owning strategy work, stepping into Sr. Leader conversations, and holding organizational context across a broader team.

Senior Manager, Global Support

Key skills