Senior Manager, Customer Support

This position is posted by Jobgether on behalf of a partner company.

The Role

This leadership role is an opportunity to shape and scale a next-generation customer support function within a fast-growing SaaS environment serving government agencies. You will be responsible for building a high-performing, AI-enabled support organization that delivers exceptional service across complex enterprise environments.

You will play a key role in transforming support into a strategic differentiator by introducing automation, knowledge systems, and AI-driven workflows.

Accountabilities

• Lead, coach, and develop a high-performing team of Support Analysts

• Define and execute the support strategy, balancing operational execution, escalation management, and long-term development

• Drive the evolution of AI-powered support operations, including AI agents, prompt workflows, and tool integration strategies

• Oversee premium support programs, ensuring SLA adherence and proactive enterprise engagement

• Build and scale knowledge management systems using KCS practices and AI-assisted content generation

• Develop support performance metrics, dashboards, and executive reporting

• Partner cross-functionally with Product, Engineering, Customer Success, and Professional Services

Requirements

• 5+ years of experience in a post-sales technical leadership role within a SaaS environment

• Proven experience managing support teams through growth and operational scaling

• 3+ years in incident management, escalation leadership, or production support operations

• Hands-on experience applying AI in support workflows, including AI agents, LLM tools, or automation

• Experience implementing KCS methodologies and building scalable knowledge programs

• Strong analytical skills with experience managing SLA performance, CSAT, backlog, and resolution times