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NooksNooksSan Francisco, CA

Manager, Technical Support - AI Sequencing

Leads and scales technical support team for AI Sequencing product, managing KPIs across chat/email/Slack, building AI automations/knowledge base, and driving cross-functional fixes with Eng/PM. Requires 5+ years technical support with 2+ in leadership at B2B SaaS startups.

154k – 206k/yr
Hybrid5+ YOESupport Engineering

About the role

Responsibilities

  • Lead and scale a team of veteran support ICs (8+ years average). Hold the bar high: run weekly QA on responses, take hardest escalations, uplevel through hands-on review.
  • Own day-to-day support outcomes across channels (live chat, Slack, email), ensuring SLAs and KPIs (first response time, resolution time, CSAT) are exceeded.
  • Design AI-native shared knowledge base for fast-growing product.
  • Build agents and automations to automate repetitive work, decoupling team growth from ticket volume.
  • Represent voice of customer; find patterns/trends across tickets and collaborate with PM/Eng to ship fixes.

Required Experience

  • 5+ years in Technical Support, including 2+ years in leadership/management at B2B SaaS company.
  • Experience at early-stage/high-growth startup building/improving support processes.
  • Proven success managing support KPIs, SLAs, CSAT in real-time live chat (in-app, Slack).
  • Strong troubleshooting across APIs, MCPs, integrations, VoIP.
  • Experience leading cross-functional initiatives with Engineering/Product in fast release cadences.
  • Data-driven; hands-on with support analytics for forecasting, root-cause, decisions.

Preferred Experience

  • Shipped AI tooling in support (evals, retrieval, agent workflows closing tickets).
  • Supported AI agent products (prompts, sequences, deliverability, agent eval).
  • Worked with modern support stacks (Pylon, Intercom, Zendesk).
  • Familiar with sequencers (Outreach, Apollo, Salesloft) from buyer side.
  • Built knowledge base that deflected tickets (with analytics).

Skills

AI AgentsAPIsIntegrationsVoipSlackIntercomZendeskOutreachApolloSalesloftSupport AnalyticsAgent WorkflowsPromptsSequencesKnowledge Base

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