Support Manager

Job Description:Lead, coach, and support a distributed customer support team across North America and the Philippines.Establish clear triage, follow-up, and resolution processes to improve response times and ticket management.Serve as the primary escalation point for complex customer issues and support-related concerns.Identify operational bottlenecks and implement more effective support workflows and processes.Partner closely with R&D and Engineering teams to improve bug backlog management and escalation cadence.Build visibility into support operations through reporting, documentation, and process tracking.Contribute to improving the overall customer experience across multiple products and support channels.Support the rollout and adoption of AI-enabled support tools and workflows.Help rebuild team trust and long-term stability following several leadership transitions.Requirements:Proven experience managing customer support or customer-facing teams within a technology or SaaS environment.Strong leadership skills with the ability to earn trust from experienced, change-resistant teams.Hands-on experience using Jira for ticket management, escalation handling, and operational tracking.Comfortable handling client escalations and serving as a senior point of contact for unresolved issues.Organized, patient, and motivated by improving operational processes and team performance.**Strongly Preferred **- Experience in B2B SaaS, enterprise software, or legacy software environments.- Exposure to ERP, procurement, print, or marketing supply chain software industries.- Experience with AI-enabled support tools or automation initiatives.