Senior Manager, AI-Driven Global Tech Support (Remote)

ProcessUnity, Inc.; United States; On-site; USD 130,000 - 200,000; Full time

Job summary

ProcessUnity, Inc. is seeking a Senior Manager of Technical Support to own the health of our global support function across the Global Risk Exchange and Workflow platforms.

You will lead a team of engineers, manage high-stakes enterprise escalations, and partner with engineering on triage and AI-driven support initiatives. This is a remote role open to candidates located in the United States, with accountability for SLA performance, knowledge management, and continuous process improvements

Qualifications

• Minimum 5+ years in customer/technical support.
• At least 3 years directly managing a B2B SaaS support team.
• Proven use of AI tools to drive process and documentation.
• Experience owning an AI-driven support ecosystem end-to-end.
• Data-driven approach to performance management and promotions.

Responsibilities

• Own end-to-end health of the support function: resolution quality, escalation rate, handoff rate, and self-service deflection.
• Provide after-hours on-call coverage for emergencies as part of 24x7 support.
• Manage SLAs, backlog, and trend analysis for the support function.
• Coach global support engineers handling L2 escalations across authentication, platform config, and integrations.
• Own escalation relationships with large enterprise accounts in regulated industries.

Skills

Support leadership

B2B SaaS support

AI-driven support

Cross-functional collaboration

Operations metrics

Salesforce admin

Job description

ProcessUnity, Inc. is seeking a Senior Manager of Technical Support to own the health of our global support function across the Global Risk Exchange and Workflow platforms.

You will lead a team of engineers, manage high-stakes enterprise escalations, and partner with engineering on triage and AI-driven support initiatives. This is a remote role open to candidates located in the United States, with accountability for SLA performance, knowledge management, and continuous process improvements