Customer Support Manager

PublicInput is a company that develops and supports Software-as-a-Service solutions for government agencies. They are seeking a Customer Support Manager to lead their Technical Support function, manage a support team, and ensure high-quality customer support in a fast-paced SaaS environment.

Responsibilities:

• 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:

• 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
• Strong ownership mentality with the ability to independently drive issues toward resolution
• Calm, thoughtful, and customer-focused in high-pressure or time-sensitive situations
• Excellent communicator who can effectively engage both technical and non-technical audiences
• Highly organized with strong operational and prioritization skills
• Curious and proactive problem solver who challenges the status quo and seeks continuous improvement
• Team-oriented leader who values accountability, relationships, and collaboration
• Strong technical aptitude with the ability to quickly understand complex workflows and systems
• Comfortable operating in a hands-on player/coach environment
• Ability to support live customer needs and occasional high-priority troubleshooting scenarios
• Comfortable working within a fast-paced, evolving SaaS environment
• Experience supporting enterprise or high-touch customer environments is preferred
• GovTech or adjacent industry experience is a plus, but not required