Manager, Support

Manager, SupportThe Manager, Support plays a critical leadership role in ensuring the delivery of world-class customer support across CINC Systems' growing and evolving customer base. As customer needs and product complexity continue to expand, this role is responsible for scaling support operations, driving strategic initiatives, and enhancing the overall customer experience. This position leads a distributed team of Support Analysts and Support Leads, with full ownership of team performance, operational excellence, and continuous improvement. The Manager, Support partners cross-functionally to align support strategy with broader organizational objectives and to ensure a seamless, high-quality customer journey. A key focus of this role includes advancing the adoption of AI-driven support capabilities and contributing to the evolution and optimization of CINC Systems' FIN platform and related intelligent support solutions. This role operates in a fast-paced, high-growth environment and collaborates closely with leaders across the company.Key ResponsibilitiesTeam Leadership, Staffing & DevelopmentLead, develop, and scale a high-performing team of Support Analysts and Support LeadsOwn workforce planning, staffing strategy, and capacity management to meet current and future business demandsFoster a culture of accountability, engagement, and continuous improvementDrive structured career development, coaching, and performance management aligned with the Career FrameworkBuild leadership bench strength through mentoring, succession planning, and leadership development initiativesEnsure onboarding and ongoing training programs are effective, scalable, and aligned to evolving product and customer needsOperational Excellence & Metrics ManagementDefine and execute the Support organization's operational strategy in alignment with company goalsEstablish, own, and continuously refine KPIs, SLAs, and performance metrics (e.g., response times, resolution times, CSAT, backlog health, escalation rates)Drive a metrics-based culture, using data to inform decisions, improve performance, and increase accountabilityAnalyze trends and root causes across support data to identify systemic issues and implement sustainable solutionsLead initiatives to optimize workflows, tooling, and processes to increase efficiency, scalability, and service qualityOversee escalation management frameworks to ensure timely resolution and appropriate visibilityAI Enablement & InnovationChampion the adoption and effective use of AI-driven support tools, including automation, virtual agents, and intelligent knowledge systemsPartner across applicable functional areas within CINC Systems to support the evolution, adoption, and continuous improvement of the FIN platform and AI-enabled support capabilitiesIdentify opportunities to leverage AI to improve support efficiency, reduce manual effort, and enhance customer experienceEnsure the team is trained and enabled to effectively utilize AI tools in daily operationsMonitor and evaluate the effectiveness of AI-driven solutions, driving iterative improvements based on performance and feedbackCross-Functional CollaborationAct as a strategic partner to Account Management, Product, Development, Accounting Services, Training & Implementation, Sales, and MarketingDrive alignment between Support and Customer Success to deliver a cohesive customer experienceAdvocate for customer needs by influencing product direction and prioritizationPartner with cross-functional leaders to improve end-to-end customer lifecycle outcomesKnowledge Management & Continuous ImprovementOwn the strategy, governance, and evolution of internal and external knowledge base contentDrive adoption of best practices, standardized processes, and scalable support modelsChampion continuous improvement initiatives, including automation, self-service, and process standardizationEnsure documentation and training materials remain accurate and aligned with product updatesCustomer Experience & Escalation LeadershipServe as a point of escalation for complex or high-impact customer issuesEnsure consistent, high-quality communication and resolution for escalated casesIdentify recurring customer challenges and lead cross-functional efforts to address root causesChampion the voice of the customer across the organizationQualifications Education & ExperienceBachelor's degree or equivalent experience preferredMinimum of 10 years of experience in a technical/software support environmentAt least 5 years of experience in a Support Manager role, with demonstrated ownership of team performance and operational outcomesRequired: Experience working within a SaaS (Software-as-a-Service) environmentProven track record of managing distributed or remote teams in a high-volume support environmentRequired: Background in Accounting and/or Banking, with demonstrated understanding of financial processes, terminology, and customer needs within these industriesDemonstrated success in workforce planning, staffing, and team development at scaleExperience driving operational improvements and scaling support functionsSkills & CompetenciesStrong analytical and problem-solving skills with the ability to translate data into actionable insightsStrategic mindset with the ability to balance execution and long-term planningExcellent communication and stakeholder management skillsAbility to lead through complexity and drive alignment across teamsComfortable operating in a fast-paced, evolving environmentDeep experience with leading support platforms and tools such as Salesforce, Zendesk, ServiceNow, or similar systemsStrong understanding of support metrics, reporting, and performance management frameworksDemonstrated experience with AI-driven support technologies, such as chatbots, virtual agents, automated workflows, and intelligent knowledge management systemsProven ability to evaluate, implement, and optimize AI solutions within a customer support environmentExperience collaborating across multiple functional areas to evolve AI-enabled platforms (including tools such as FIN or similar AI ecosystems)Ability to lead teams through technological change, driving adoption and effective use of AI toolsStrong understanding of how AI can be leveraged to improve efficiency, scalability, and customer satisfactionStrong understanding of customer support best practices, systems, and workflowsLeadership ExpectationsCore Leadership BehaviorsModel accountability, integrity, and a customer-first approachCoach and develop individuals to achieve strong performance and career growthBuild and sustain a collaborative, inclusive, and high-performing team cultureLeadership PrinciplesCreate Clarity: Establish clear direction, priorities, and expectationsGenerate Energy: Inspire engagement, ownership, and innovationDeliver Success: Drive measurable outcomes aligned with business goalsAdditional InformationEmployee Type: Full-Time, ExemptDirect Reports: Yes