Global SaaS Support Manager

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

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