Remote Customer Support Manager — AI-Driven Ops Lead

Unit21; Northern (KY); Hybrid; USD 95,000 - 105,000; Full time

Benefits offered by this job

Pre-IPO equity

Company-paid health insurance

Unlimited PTO

401(k)

Home office stipend

Growth culture

Job summary

Unit21 is seeking a Manager of Customer Support to lead and mentor a remote team of Customer Support Specialists in the US and Singapore. This hands-on role combines ticket resolution with process and automation improvements to boost efficiency and customer outcomes.

You will report to the Chief Customer Officer and manage tickets across time zones, ensuring strong SLAs and meaningful customer interactions while collaborating with Success, Product, and Engineering teams.

Qualifications

• 1+ years of experience in a team lead or management position.
• 3+ years of experience in customer-facing roles, including client services and technical support.
• Experience in a technically focused support environment.
• Experience leveraging AI tooling to improve efficiency is a plus.

Responsibilities

• Manage a remote team of Customer Support Specialists across the US and Singapore, hands-on with tickets.
• Develop processes and automation to improve support efficiency, SLAs, and customer outcomes.
• Troubleshoot complex issues, identify bugs or feature requests, and share insights with internal teams.
• Maintain first response times and escalate as needed to engineering or product teams.
• Own metrics and reporting for team performance, including escalations and resolution timing.

Skills

Team leadership

Process improvement

Automation

Cross-functional collaboration

Technical troubleshooting

Customer communication

Knowledge management

Time zone management

Remote work

Job description

Unit21 is seeking a Manager of Customer Support to lead and mentor a remote team of Customer Support Specialists in the US and Singapore. This hands-on role combines ticket resolution with process and automation improvements to boost efficiency and customer outcomes.

You will report to the Chief Customer Officer and manage tickets across time zones, ensuring strong SLAs and meaningful customer interactions while collaborating with Success, Product, and Engineering teams.