Senior Manager, Support

Jobtailor; Deutschland; Remote; EUR 90.000 - 130.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a senior leader to head a global support team, mentoring up to 15 Support Engineers and driving performance against SLAs and operational goals. You will oversee day-to-day support operations across the Americas, manage rosters, and coordinate with Customer Success, Product, Engineering and regional leaders.

You will implement process improvements, champion AI-powered workflows, streamline delivery, and lead hiring, onboarding and talent development.

Qualifikationen

• 5+ years of experience leading technical support, customer support or service delivery teams.
• Proven track record of developing high-performing professionals.
• Strong operational management capabilities, including workforce planning, scheduling, performance management and driving team accountability.
• Extensive experience managing complex customer escalations, handling high-severity incidents and conducting post-incident reviews.
• Practical experience leveraging AI technologies to automate workflows, optimize support delivery and enhance team efficiency.
• Excellent communication skills with the ability to influence cross-functionally and manage relationships across diverse teams.

Aufgaben

• Lead and mentor a structured team of up to 15 Support Engineers.
• Hold team members accountable to service level targets and goals via coaching and performance management.
• Oversee day-to-day support operations across the Americas region.
• Manage workforce rosters and monitor health metrics.
• Implement process improvements and AI-powered automation.
• Coordinate cross-functional response efforts and post-incident reviews.
• Partner with Customer Success, Product, Engineering and regional support leaders.
• Advocate for customer needs and align global support initiatives.
• Lead hiring, onboarding and talent development initiatives.

Kenntnisse

Team Leadership

Operational Management

AI Workflow Automation

Customer Escalation Management

Cross-Functional Collaboration

Influencing

Coaching

Tools

AI-Powered Support Tools

Linux Operating Systems

Containerization Technologies

Jobbeschreibung

• Lead and mentor a structured team of up to 15 Support Engineers


• Hold team members accountable to service level targets and operational goals through regular one-on-ones, coaching and proactive performance management


• Oversee day-to-day support operations across the Americas region


• Manage workforce rosters and monitor health metrics


• Implement process improvements


• Drive adoption of AI-powered support tools and automation workflows


• Streamline support delivery, accelerate resolution times and deflect routine enquiries


• Serve as a senior point of contact for complex customer situations and critical incidents


• Coordinate cross-functional response efforts and conduct post-incident reviews


• Partner with Customer Success, Product, Engineering and regional support leaders


• Advocate for customer needs and align global support initiatives


• Lead hiring, onboarding and talent development initiatives


• Report to the Senior Director, Support

Requirements

• 5+ years of experience leading technical support, customer support or service delivery teams


• Proven track record of developing high-performing professionals


• Strong operational management capabilities, including workforce planning, scheduling, performance management and driving team accountability


• Extensive experience managing complex customer escalations, handling high-severity incidents and conducting post-incident reviews


• Practical experience leveraging AI technologies to automate workflows, optimize support delivery and enhance team efficiency


• Excellent communication skills with the ability to influence cross-functionally and manage relationships across diverse teams


• Legally authorized to work in Canada or the United States


• Must complete a background check


• Bonus: Experience leading geographically distributed or remote teams


• Bonus: Hands-on experience with Linux operating systems and containerization technologies


• Bonus: Background working within a SaaS or enterprise software environment


• Bonus: Familiarity with service management practices, SRE and key support metrics

Core Competencies

Demonstrates strong operational management capabilities, including workforce planning, performance management, and driving team accountability. Proven experience in leading technical support teams, managing complex customer escalations, and leveraging AI technologies to enhance support delivery.

Highest-signal resume keywords

• Team Leadership


• Operational Management


• AI Workflow Automation


• Customer Escalation Management


• Cross-Functional Collaboration

Hard Skills

• Performance Management


• Workforce Planning


• Incident Management


• Process Improvement


• Support Metrics

Soft Skills

• Excellent Communication


• Coaching


• Influencing

Industry Keywords

• Technical Support


• Customer Support


• Service Delivery


• SaaS


• Service Management

Tools & Technologies

• AI-Powered Support Tools


• Linux Operating Systems


• Containerization Technologies