Global Tech Support Leader - AI-Driven Ops & Scale

RDCUS Reputation.com, Inc.; United States; Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Paid time off

Healthcare benefits

401k

Parental leave

EAP

Job summary

Reputation seeks a Sr. Manager, Technical Support to lead global operations, aligning product, engineering and customer success to deliver high-quality experiences.

You will set priorities, manage KPIs, and drive scalability across regions, leveraging AI and automation for efficiency while coaching managers and teams. The role requires 8+ years in technical support, 3+ years of leadership, and strong cross-functional collaboration in a SaaS environment.

Qualifications

• 8+ years in technical support or service operations.
• 3+ years leading people or complex teams.
• Experience leading global technical support in SaaS/enterprise tech.
• Proven ability to manage KPIs and continuous improvement.
• Strong analytical and problem-solving skills.
• Proven coaching and development of managers.
• Cross-functional leadership with Product, Engineering, and Customer Success.
• Experience leveraging AI/tools to improve productivity.

Responsibilities

• Lead global support managers and teams across regions.
• Own key support KPIs including TTR, CES, AFRT, and escalations.
• Use data to identify trends and drive improvements.
• Evaluate workflows, staffing, and tools for efficiency.
• Establish escalation practices and insights for stakeholders.
• Champion AI and automation to streamline workflows.
• Coach and develop managers and teams.
• Collaborate with Product, Engineering, and Customer Success.

Skills

Technical leadership

Global operations

SaaS/enterprise tech

Data-driven decisions

Cross-functional collaboration

AI/automation in support

KPI management

Coaching & development

Salesforce Service Cloud

JIRA

Education

Bachelor's degree preferred

Tools

Salesforce Service Cloud

JIRA

Job description

Reputation seeks a Sr. Manager, Technical Support to lead global operations, aligning product, engineering and customer success to deliver high-quality experiences.

You will set priorities, manage KPIs, and drive scalability across regions, leveraging AI and automation for efficiency while coaching managers and teams. The role requires 8+ years in technical support, 3+ years of leadership, and strong cross-functional collaboration in a SaaS environment.