Senior Manager, SaaS Customer Support & AI Automation
RethinkFirst
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Job summary
Rethink First is seeking a Senior Manager of Customer Support (Helpdesk) to scale a high-performing team serving ABA providers on our SaaS platform. You will shape strategy, lead Support Specialists, and drive multi-channel support including live chat, email, and ticketing, while maintaining SLA commitments.
This hands-on leader will leverage AI automation and workflows to improve response times, knowledge management, and customer satisfaction metrics.
Qualifications
- Bachelor’s degree or higher in a related field.
- 8+ years of customer support experience with 2+ years in management.
- 5+ years leading SaaS-based customer support organizations, healthcare/alignment preferred.
- Proven experience managing multiple channels (chat, email, ticketing).
- Experience with Salesforce, Agentforce and JIRA; AI tools to automate processes.
Responsibilities
- Develop and execute the strategic vision for Customer Support and Helpdesk operations.
- Lead, mentor, and develop Support Specialists.
- Establish scalable support processes focusing on speed to resolution.
- Manage multi-channel support including Live Chat, Email, and Escalations.
- Collaborate with Product and Engineering to address root causes and drive improvements.
Skills
Education
Tools
Job description
Rethink First is seeking a Senior Manager of Customer Support (Helpdesk) to scale a high-performing team serving ABA providers on our SaaS platform. You will shape strategy, lead Support Specialists, and drive multi-channel support including live chat, email, and ticketing, while maintaining SLA commitments.
This hands-on leader will leverage AI automation and workflows to improve response times, knowledge management, and customer satisfaction metrics.
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