Amer Customer Support Manager — Lead with Equity & Growth

United States Digital Space LLC; Austin (TX); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Equity

Wellbeing benefit

WFH equipment allowance

Learning & Development stipend

Job summary

United States Digital Space LLC in Austin, TX, is seeking a Manager, Customer Support AMER to lead a hybrid regional team of Tier 2 and Tier 3 specialists. You’ll mentor 5–15 agents, drive CSAT and QA targets, and partner with outsourced Tier 1 vendors to ensure timely, high-quality support across the Americas.

You’ll report to the Global Head of Customer Support and help shape global support strategies while staying connected with local hub life and flexible for a distributed, worldwide team.

Qualifications

• 5+ years in customer-facing roles in tech, ideally SaaS.
• 2+ years of people management experience (5–15 direct reports).

Responsibilities

• Lead and develop a mixed team of Customer Support Representatives (Tier 2) and Technical Support Engineers (Tier 3), conducting regular 1:1s, coaching conversations, ticket QA reviews, and providing continuous feedback.
• Drive regional performance to meet CSAT, QA scores, SLA, AHT, and backlog targets.
• Oversee Tier 1 outsourced delivery for AMER time zones with quality and escalation path alignment.
• Handle escalations and support the team on complex customer situations.
• Collaborate with Customer Success, Sales, and Professional Services on strategic accounts.

Skills

SaaS customer support

Leadership

People management

Data analytics

Cross-functional collaboration

Job description

United States Digital Space LLC in Austin, TX, is seeking a Manager, Customer Support AMER to lead a hybrid regional team of Tier 2 and Tier 3 specialists. You’ll mentor 5–15 agents, drive CSAT and QA targets, and partner with outsourced Tier 1 vendors to ensure timely, high-quality support across the Americas.

You’ll report to the Global Head of Customer Support and help shape global support strategies while staying connected with local hub life and flexible for a distributed, worldwide team.