Senior Manager, Support

📋 Description

• Lead and mentor a structured team of up to 15 Support Engineers, holding team members accountable
• Oversee day-to-day support operations across the Americas region, managing workforce rosters
• Drive the adoption of AI-powered support tools and automation workflows to streamline support
• Serve as a senior point of contact for complex customer situations and critical incidents
• Partner with Customer Success, Product, Engineering and regional support leaders to advocate for
• Lead hiring, onboarding, and talent development initiatives to strengthen technical capability

🎯 Requirements

• 5+ years of experience leading technical support, customer support or service delivery teams with a
• Strong operational management capabilities, including workforce planning, scheduling, performance
• Extensive experience managing complex customer escalations, handling high-severity incidents and
• Practical experience leveraging AI technologies to automate workflows, optimize support delivery
• Excellent communication skills with the ability to influence cross-functionally and manage

🎁 Benefits

• A product you can believe in - Join us in transforming how businesses build and manage web
• An Award-Winning Workplace - We’ve been recognized by Forbes’ Top 30 Companies for Remote Jobs and
• A culture that values your voice - Join a flexible, open, and inclusive work environment where your
• A global team - Collaborate with colleagues from diverse backgrounds across the world, embracing
• Benefits and perks - Make the most of what matters to you
• Flexible PTO