Global Technical Support Leader - AI-Driven Ops (Remote)

Jobgether

United States

On-site

USD 130,000 - 190,000

Full time

6 days ago

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Benefits offered by this job

Flexible PTO

Sick days

Company holidays

Medical plans

Vision coverage

401(k)

Parental leave

Disability insurance

EAP

Remote US work

Job summary

Jobgether in the United States seeks a Sr. Manager, Technical Support to lead global support operations in a fast-paced SaaS environment. You will drive performance across regions and tiers, shape strategy, and implement AI-driven processes for improved efficiency and customer outcomes.

You will partner with Product, Engineering, and Customer Success to translate customer insights into product and service enhancements, while coaching managers and building high-performing teams across the globe.

Qualifications

8+ years of experience in technical support, customer support, service operations, or a related field.
3+ years of experience leading people leaders and/or complex technical support organizations.
Proven experience managing global technical support operations within a SaaS or enterprise technology environment.
Demonstrated success owning Support KPIs, operational performance, escalations, service quality, and continuous improvement initiatives.
Strong analytical and problem-solving capabilities, with the ability to translate operational data and customer insights into concrete actions.
Proven ability to coach, mentor, and develop managers and high-performing support teams.
Strong cross-functional leadership and influencing skills, particularly when partnering with Product, Engineering, and Customer Success.
Experience implementing process improvements, automation, and technology-enabled solutions that enhance efficiency and customer experience.
Demonstrated ability to use AI tools and emerging technologies to improve productivity, workflows, knowledge management, and decision-making.
Familiarity with Salesforce Service Cloud, JIRA, or comparable support and workflow platforms.
Excellent communication, presentation, organizational, and stakeholder-management skills.
Ability to manage multiple priorities effectively in a fast-paced, global environment.
Bachelor’s degree preferred, or an equivalent combination of education and professional experience.

Responsibilities

Lead global technical support managers and teams, establishing priorities, performance expectations, operating standards, and consistent practices across regions and support tiers.
Own and improve key Support KPIs, including total time to resolution, customer effort score, average first response time, quality assurance, escalations, and productivity.
Analyze operational and customer data to identify trends, performance gaps, and opportunities for measurable improvement.
Evaluate support workflows, tools, staffing models, and team capabilities to increase efficiency, scalability, quality, and customer satisfaction.
Establish effective case management and escalation processes while ensuring support data generates actionable insights for Product, Engineering, and other stakeholders.
Identify and implement practical applications of AI and automation to streamline workflows, improve knowledge management, support case resolution, and increase productivity while maintaining appropriate quality controls and human oversight.
Coach and develop support managers and team members, strengthening accountability, engagement, performance, and career development.
Partner with Product, Engineering, Customer Success, and other senior leaders to represent the customer voice and influence improvements to products, processes, and support experiences.
Develop and implement programs that strengthen the scalability, consistency, and effectiveness of technical support operations.
Lead teams through operational and organizational change while maintaining service quality and business continuity.