Tier 1 Support Manager

📋 Description

• Lead, coach, and grow a team of support specialists and engineers, with retention and engagement as
• Own operational performance across email, phone, chat, and portal channels, including SLAs
• Design and improve processes, workflows, and tooling that increase efficiency and consistency
• Build and maintain dashboards that track KPIs, surface trends, and drive decisions and change
• Serve as a technical escalation point: troubleshoot API and integration issues, query data with
• Partner with Engineering and Product to prioritize, triage, and resolve production bugs, and

🎯 Requirements

• Five or more years of experience in technical support or support operations, including three or
• Proven experience building processes and driving efficiency across large support teams handling
• Strong technical skills, including working knowledge of REST APIs, JSON, and tools such as Postman
• Experience reading logs and diagnosing issues in SaaS or integration-heavy environments; exposure
• Experience working with Engineering and Product to resolve production issues, and the ability to
• Experience with metrics, KPIs, workforce planning, and dashboard or BI tools

🎁 Benefits

• Medical, dental, and vision benefits, with a generous employer contribution that helps keep your
• Company-paid life, short-term, and long-term disability coverage
• Generous PTO, holidays, and maternity/parental leave
• Employee Assistance Program (EAP): mental health, legal, childcare & eldercare, financial
• Voluntary benefits: accident, critical illness, hospital indemnity, identity theft, and legal
• Monthly wellness stipend for fitness, mental health, and well-being