SaaS Application Support Manager — AI-Driven Team Leader

Jobtailor; Colorado; On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking a seasoned SaaS customer support leader to guide a high-performing team in Westminster, CO or Lake Oswego, OR. You will drive customer experience initiatives, implement AI-driven automation, and collaborate with Engineering, Product, and Sales to deliver product enhancements.

The role emphasizes coaching, process optimization, and effective escalation management in a fast-paced SaaS environment.

Qualifications

• 5+ years in customer application support within a SaaS product environment.
• 3+ years in a team leadership or managerial role.
• Exceptional communication, interpersonal, and problem-solving skills.
• Background or familiarity with accounting workflows and concepts.
• Hands-on experience implementing AI tools or LLMs in customer support workflows.

Responsibilities

• Lead, mentor, and empower a high-performing SaaS support team.
• Coach team members and support their growth and continuous development.
• Implement AI agents and Large Language Models to automate routine tasks and optimize workflows.
• Partner with Engineering, Product, and Sales to advocate for customer experience and drive product enhancements.
• Oversee daily queue operations and monitor key metrics.

Skills

Team Leadership

SaaS Support

Customer Experience

AI Tools

Process Optimization

Tools

AI Tools

Large Language Models

Job description

Jobtailor is seeking a seasoned SaaS customer support leader to guide a high-performing team in Westminster, CO or Lake Oswego, OR. You will drive customer experience initiatives, implement AI-driven automation, and collaborate with Engineering, Product, and Sales to deliver product enhancements.

The role emphasizes coaching, process optimization, and effective escalation management in a fast-paced SaaS environment.