Customer Support Manager - Remote

Supy; Dubai; Remote; AED 180,000 - 300,000; Full time

Benefits offered by this job

Ownership of global support function

Distributed team across time zones

Opportunity to shape AI-assisted help

Job summary

Supy is transforming the restaurant industry with a data-driven inventory management platform. We are building a global customer support function that will own all aspects of post-sale support, from product inquiries to billing issues, across multiple time zones and regions.

You will lead a hands-on, customer-facing team, handle escalations, and set the standard for how Supy responds when things go wrong. This role offers high visibility and the opportunity to scale a rapidly growing SaaS

Qualifications

• 5+ years in B2B SaaS support or operations.
• 2+ years leading a distributed support team.
• Hands-on with modern helpdesk platforms and reporting.
• Data fluency and metrics-driven decision making.
• Excellent written and spoken English.
• Experience with AI-assisted support or self-serve tooling (preferred).

Responsibilities

• Own end-to-end frontline support function.
• De-escalate calls and handle escalations.
• Lead follow-the-sun coverage across time zones.
• Design SLA policies and service operations.
• Own KPIs and monthly reporting.
• Improve AI support assistant and help center.

Skills

Customer support

Team leadership

Escalation management

Customer communication

Data-driven

English proficiency

Tools

Helpdesk platform

Job description

About Us

Supy is transforming the restaurant industry with a data-driven inventory management platform.

Our solution enables multi-location restaurant groups to cut costs, reduce waste, and maximize

profitability through real-time data, actionable insights, and time-saving automation. Join us in

redefining restaurant operations through innovative technology and seamless customer

experiences.

Role Overview

As the Customer Support Manager at Supy, you will own our global frontline support function end to end, leading a distributed team of support agents across Gulf, UK, and APAC time zones. Support is a dedicated function, separate from implementation and customer success: implementation consultants take deals from close to go-live, CSMs own accounts after go-live, and your team owns everything customers bring to support, from product questions and technical issues to billing queries and complaints, until it is resolved.

This is a hands-on, customer-facing role. You will work the queue yourself, join calls to de-escalate frustrated customers, and personally handle the toughest escalations, setting the standard for how Supy shows up when something goes wrong. This is a unique opportunity to build Supy's global support function from the ground up, with strong ownership and visibility in a fast-growing SaaS company.

Key Responsibilities

Customer Support & Escalations

• Build genuine relationships with customers, jump on calls to de-escalate and resolve issues, and own the hardest conversations personally.


• Act as the single point of accountability for every inbound request: triage, prioritize, resolve or route, and close the loop with the customer every time.


• Run clean escalation paths into engineering, operations, and finance, chasing root- cause fixes rather than repeat workarounds.

Team Leadership

• Hire, train, coach, and schedule a distributed support team for follow-the-sun coverage across MENA, KSA, UK, and APAC.


• Run quality reviews on customer interactions and build career paths for agents.

Service Operations

• Own queues, triage, workflows, and service level policies across the support function.


• Design closure and follow-up policies that respect customer time zones, and eliminate premature ticket closures.


• Continuously improve the AI support assistant and help center so customers get instant, accurate answers around the clock.

Insights & Reporting

• Turn support conversations into structured insight: report themes to leadership monthly and feed validated product feedback into the roadmap.


• Own the support KPI dashboard, including first response time, resolution time, SLA compliance, CSAT, self-serve/AI resolution rate, reopen rate, backlog health, and escalation follow-through.


• Run weekly reviews with the team and monthly reviews with the Global Director of Operations.

Qualifications

• 5+ years in customer support or service operations for B2B SaaS, including 2+ years managing a support team, ideally distributed across time zones.


• Hands-on command of a modern helpdesk platform: workflows, service level policies, automation, and reporting.


• Data fluency: comfortable managing by metrics, building your own reports, and defending a number to leadership.


• A natural way with customers: warm, calm under pressure, and able to turn a frustrated operator into a promoter.


• An ownership mindset: takes responsibility for whatever comes your way, including work with no obvious owner, and sees it through to resolution.


• Strong written and spoken English.

Preferred Attributes

• Experience running AI-assisted support or self-serve help center tooling.


• Experience in hospitality tech, F&B tech, or another operationally intense vertical where customers work nights and weekends.


• Arabic language skills, given Supy's MENA customer base.


• A builder's mindset: comfortable rewriting policies, processes, and tooling rather than administering what exists.