Customer Support Manager

Customer Support Manager is a full-time remote position responsible for leading a distributed support team, ensuring efficient resolution of support tickets, and driving improvements through AI-augmented workflows. Key ResponsibilitiesLead and develop a geographically distributed support team while managing staffing and performance Oversee SLA performance and the full ticket lifecycle in Jira, ensuring effective classification and resolution Implement AI tools to enhance support workflows and conduct trend analysis for continuous improvementRequired Qualifications5+ years of experience in software support or technical customer success, with at least 2 years in a management role Experience leading remote teams across different time zones Hands-on experience with Jira or similar ticketing systems Strong analytical skills with the ability to work with support metrics and present data-driven insights Familiarity with AI tools and their application in support contexts