Manager, Customer Support

Boostlingo is hiring a Manager, Customer Support to lead a team of technical support specialists and ensure high-quality, reliable client support. The role oversees support processes and coverage, handles escalations, and partners with client-facing teams, Product, and Engineering to improve customer outcomes.

Responsibilities:

• Lead and grow your team. Hold regular 1:1s. Mentor each person toward their individual career goals and build technical, communication, and leadership skills across the team as the needs of the company shift. Evaluating performance by owning Quarterly Growth Alignments for every team member
• Own Accountability. Own a set of OKRs and manage your team to their OKRs ensuring that they feed into company priorities
• Drive Quality. Run ticket review sessions, review and co-work tickets, and record walkthroughs for teammates who work off-hours. Turn recurring issues into documented procedure, and build the checks that let the team catch problems before a client reports them. Build AI-assisted QA alongside the Technical Support Operations Lead
• Escalation and the client relationship. Serve as a point of escalation for stakeholders inside and outside support. Join client calls and represent support on site when a client needs it
• Go-to-market and product partnership. Work with onboarding, sales, and account management on what clients need. Triage engineering tickets and advocate for client needs and internal tooling with Product
• Coverage and operations. Share ownership, with the support leadership team, of 24/7 support, 7-7 intake, and events coverage. Collaborate with BPO partners and report against support OKRs
• Projects assigned as needed, and developed with you. Our most successful team members reach out and grab opportunities when they see them!

Requirements:

• 3+ years leading a team that resolves customer or end-user technical issues (customer support, technical support, or IT service desk)
• 2+ year as a direct people manager: hiring, 1:1s, and performance conversations
• Experience running escalations directly with client stakeholders, including senior contacts
• Managing a distributed or multi-time-zone team, including teams through BPO partners
• Enterprise healthcare experience, especially supporting integrations or healthcare-specific workflows
• Running quarterly reviews and managing to strategic OKRs
• Working knowledge of Twilio, SIP, WebRTC, or similar communications technology
• Hands-on experience with APIs, SQL, or light coding, and the curiosity to draft an automation with an AI assistant
• Experience with Intercom, and with using AI in support workflows with quality as the bar
• No Relocation or Sponsorship are being offered for this position