Remote Customer Support Manager - AI-Driven SaaS Leader

Flashpoint; Northern (KY); Remote; USD 108,000 - 135,000; Full time

Benefits offered by this job

Gym reimbursements

Expensed lunches

Cultural initiatives

Inclusive employee events

Job summary

Flashpoint is seeking an experienced Manager of Customer Support to build and lead a high-performing remote team in the United States. You will own the customer experience from first ticket to final resolution, influence product and engineering with insights, and champion AI-enabled self-service to scale operations.

In this player-coach role, you will dive into tickets as needed, mentor agents, and drive improvements in queue health, case quality, and customer satisfaction across a globally

Qualifications

• Experience managing a customer support team in a B2B SaaS environment.
• Own KPIs and SLAs and report on them to leadership.
• Hands-on technical troubleshooting experience with a SaaS platform.
• Working knowledge of cybersecurity, threat intelligence, or adjacent security products.

Responsibilities

• Lead, coach, and grow the support team with daily standups and 1:1s.
• Own the incoming case queue and team schedule for efficient coverage.
• Report KPI and SLA metrics to leadership and drive improvements.
• Set and uphold case management standards; run monthly reviews.
• Own the Help Center knowledge base and evolve self-service with AI.
• Own the customer feedback loop and lead the voice of customer meetings.
• Partner with Engineering and Product to triage defects and prepare for releases.
• Own escalations and P1 incident communications end to end.

Skills

Leadership

SaaS support

KPI tracking

Incident management

AI in support

Knowledge base

Self-service

Cross-functional collaboration

Job description

Flashpoint is seeking an experienced Manager of Customer Support to build and lead a high-performing remote team in the United States. You will own the customer experience from first ticket to final resolution, influence product and engineering with insights, and champion AI-enabled self-service to scale operations.

In this player-coach role, you will dive into tickets as needed, mentor agents, and drive improvements in queue health, case quality, and customer satisfaction across a globally