Technical CS Lead | AI-Driven Ops & Team Coaching

Jobtailor; New York (NY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Jobtailor in New York City seeks a Senior Manager to lead a blended team of Support Engineers and Technical Customer Success Engineers. You will drive hiring, performance development, and daily operations across a high-volume support and delivery environment.

You will balance hands-on problem solving with people management, owning the Intercom queue, and guiding AI-powered workflow initiatives to streamline client delivery. Requires NYC presence two days/week.

Qualifications

• 4-6+ years of experience in a technical, client-facing role.
• Experience with scripting (Python or JavaScript) and REST APIs.
• 1-2+ years of experience directly managing a technical or client-facing team.
• Experience overseeing a support queue or ticketing system at scale (Intercom, Zendesk).
• Comfortable balancing hands-on technical problem-solving with people management.
• Experience working in SaaS (preferred).
• Experience managing contractor or vendor relationships (preferred).
• This position requires working in the New York City office two days per week; visa sponsorship is not available.

Responsibilities

• Lead and manage a team of Support Engineers and Technical Customer Success Engineers.
• Provide line management, hiring input, performance management, and career development.
• Run 1:1s, feedback loops, team meetings, standups, and office hours.
• Coach team members through complex or escalated client situations.
• Own the Intercom support queue, including ticket assignment, prioritization, and escalation.
• Oversee technical project and implementation delivery across the client base.
• Manage contractor relationships, onboarding, work allocation, and quality review.
• Monitor capacity and rebalance workloads to protect client experience and team health.
• Lead process design, implementation, documentation, and playbook improvements.
• Identify recurring technical requests and templatize or automate them.
• Own the technical client success internal tooling roadmap; decide between building custom tools and adopting existing tooling.
• Build AI-powered workflows to eliminate recurring manual work.
• Liaise with the AI Center of Excellence to communicate product feedback.
• Partner with Sales, CS, Product, and Engineering to align technical delivery with client goals and commercial timelines.

Skills

Team management

Coaching

Performance management

Communication

Collaboration

Hands-on problem-solving

SaaS experience

Vendor management

Scripting (Python or JavaScript)

REST APIs

Tools

Intercom

Zendesk

GitHub

Jupyter Notebook

Pandas

Adobe InDesign

DataDog

Job description

Jobtailor in New York City seeks a Senior Manager to lead a blended team of Support Engineers and Technical Customer Success Engineers. You will drive hiring, performance development, and daily operations across a high-volume support and delivery environment.

You will balance hands-on problem solving with people management, owning the Intercom queue, and guiding AI-powered workflow initiatives to streamline client delivery. Requires NYC presence two days/week.