Customer Support Manager

Jobtailor; Deutschland; Vor Ort; EUR 90.000 - 120.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a seasoned Lead for Technical Support to guide day-to-day operations, coach the team, set priorities, and drive improvements in response times and resolution quality across the organization.

You will partner with Product and Engineering to prioritize issues, optimize workflows, and own Intercom-based processes, automation, and AI-powered support initiatives, scaling for enterprise customers.

Qualifikationen

• 5+ years of experience in Technical Support or related SaaS environments.
• Experience leading customer support teams in a high-growth SaaS company.
• Strong understanding of support operations, ticket management workflows, and KPI ownership.
• Experience troubleshooting moderately to highly complex technical issues involving integrations, configuration, workflows, or data-related scenarios.
• Demonstrated ability to partner effectively with Engineering and Product teams on escalations and issue resolution.

Aufgaben

• Lead day-to-day operations of the Technical Support team, including coaching, prioritization, and performance management.
• Own support operations and KPIs, driving improvements across response times, resolution quality, operational efficiency, and customer experience.
• Act as the primary escalation point for complex customer issues involving integrations, data workflows, and advanced platform troubleshooting.
• Partner closely with Product and Engineering teams to prioritize issues, improve workflows, and ensure timely resolution of customer-impacting problems.
• Manage and optimize support operations within Intercom, including reporting, workflows, automation, and AI-powered support initiatives.
• Analyze support trends and operational data to identify opportunities for process improvements, documentation enhancements, and scalable customer support practices.
• Maintain a high standard of customer communication across chat, email, and occasional live troubleshooting sessions.
• Help scale the support organization and customer support model to meet the evolving needs of enterprise and high-stakes customer environments.

Kenntnisse

Technical Support Management

KPI Ownership

Complex Issue Troubleshooting

AI-Powered Support Tools

Intercom

Tools

Intercom

Automation Workflows

Jobbeschreibung

• Lead and manage the day-to-day operations of the Technical Support team, including coaching, prioritization, and performance management
• Own support operations and KPIs, driving improvements across response times, resolution quality, operational efficiency, and customer experience
• Act as the primary escalation point for complex customer issues involving integrations, data workflows, and advanced platform troubleshooting
• Partner closely with Product and Engineering teams to prioritize issues, improve workflows, and ensure timely resolution of customer-impacting problems
• Manage and optimize support operations within Intercom, including reporting, workflows, automation, and AI-powered support initiatives
• Analyze support trends and operational data to identify opportunities for process improvements, documentation enhancements, and scalable customer support practices
• Maintain a high standard of customer communication across chat, email, and occasional live troubleshooting sessions
• Help scale the support organization and customer support model to meet the evolving needs of enterprise and high-stakes customer environments

Requirements

• 5+ years of experience in Technical Support, Customer Support, or related SaaS support environments
• Prior experience managing or leading customer support teams in a high-growth SaaS company
• Strong understanding of support operations, ticket management workflows, and KPI ownership
• Experience troubleshooting moderately to highly complex technical issues involving integrations, configuration, workflows, or data-related scenarios
• Demonstrated ability to partner effectively with Engineering and Product teams on escalations and issue resolution
• Experience working within support platforms such as Intercom or similar ticketing systems
• Familiarity with AI-powered customer support tools and automation workflows
• Ability to analyze support metrics and operational trends to drive process improvements
• Experience supporting enterprise or high-touch customer environments is preferred
• GovTech or adjacent industry experience is a plus, but not required.

Core Competencies

Demonstrates expertise in managing Technical Support operations, focusing on performance management, KPI ownership, and process improvements. Proficient in troubleshooting complex technical issues and collaborating with Product and Engineering teams to enhance customer support workflows.

Highest-signal resume keywords

• Technical Support Management
• KPI Ownership
• Complex Issue Troubleshooting
• Intercom Support Platform
• AI-Powered Support Tools

ATS Optimization Keywords

Hard Skills

• Technical Support
• Customer Support
• Ticket Management Workflows
• Data Analysis
• Process Improvement

Soft Skills

• Coaching
• Performance Management
• Effective Communication

Industry Keywords

• SaaS Support
• Enterprise Customer Support
• GovTech

Tools & Technologies

• Intercom
• Automation Workflows