Customer Support Manager — AI-Driven SaaS (Remote)

TEEMA; United States; Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Remote work environment

Equity participation

Comprehensive benefits

Job summary

TEEMA is partnering with a fast-growing, AI-centered healthcare technology client to hire a hands-on Manager of Customer Support. You will lead a team of 8–10 Support Specialists and Engineers, guiding day-to-day triage, escalation, and performance coaching.

This remote role emphasizes building playbooks, improving processes, and partnering with Product and Engineering to shape AI-enabled support. You’ll balance delivering strong case results with long-term operations improvements across Pacific

Qualifications

• 3+ years directly managing a technical support team, including hiring, coaching and managing performance issues, ideally leading a remote team

Responsibilities

• Lead a team of 8-10 Support Specialists and Engineers, with weekly 1:1s focused on skill development and case quality
• Own day-to-day case triage, routing and escalation, partnering with Engineering on complex issues
• Drive the team to hit targets on case volume, resolution time, backlog and CSAT
• Spot recurring cases and tooling gaps, turning them into recommendations for leadership

Skills

People management

SaaS support

AI in support

Performance coaching

Remote leadership

Job description

TEEMA is partnering with a fast-growing, AI-centered healthcare technology client to hire a hands-on Manager of Customer Support. You will lead a team of 8–10 Support Specialists and Engineers, guiding day-to-day triage, escalation, and performance coaching.

This remote role emphasizes building playbooks, improving processes, and partnering with Product and Engineering to shape AI-enabled support. You’ll balance delivering strong case results with long-term operations improvements across Pacific