AI-Driven SaaS Support Leader

trimble; Westminster (CO); On-site; USD 86,000 - 118,000; Full time

Job summary

Trimble is seeking an Application Support Manager in Westminster, CO to lead a high-performing SaaS support team and drive customer excellence. You will mentor staff, streamline support workflows, and champion AI tools and LLMs to enhance productivity and service quality.

In this fast-paced environment, you’ll partner with Engineering, Product, and Sales to push product improvements, manage escalations, and analyze trends to establish best-in-class service standards.

Qualifications

• 5+ years of experience in customer application support within a SaaS product environment.
• 3+ years in a team leadership or managerial role.
• Exceptional communication, interpersonal, and problem-solving skills.
• Ability to lead empathetically and adapt quickly in a fast-paced environment.

Responsibilities

• Lead, mentor, and empower a high-performing SaaS support team with coaching, growth, and continuous development.
• Champion the implementation of AI agents and Large Language Models to automate routine tasks, optimize workflows, and enhance operational efficiency.
• Partner cross-functionally with Engineering, Product, and Sales teams to advocate for the customer experience and drive product enhancements.
• Oversee daily queue operations, monitor key metrics, and manage complex customer escalations to ensure exceptional service delivery.
• Analyze support trends and case drivers to proactively optimize processes and establish best-in-class service standards.

Skills

Leadership

Communication

Problem-solving

Empathy

Job description

Trimble is seeking an Application Support Manager in Westminster, CO to lead a high-performing SaaS support team and drive customer excellence. You will mentor staff, streamline support workflows, and champion AI tools and LLMs to enhance productivity and service quality.

In this fast-paced environment, you’ll partner with Engineering, Product, and Sales to push product improvements, manage escalations, and analyze trends to establish best-in-class service standards.