Support Manager - Americas

Role Responsibilities

• Lead and grow a team of Technical Support Specialists in the Americas region, fostering a culture of excellence, empathy, and professional development.
• Build and shape Support operations as the team scales, including developing strategies, monitoring KPIs, and resolving escalated customer issues.
• Partner with Product, Engineering, and Customer Success teams to address customer needs, maintain documentation, and improve overall customer experience.
• Proactively identify thematic customer issues, improve processes using Support technologies, and drive efficiencies.
• Oversee timely resolution of complex technical issues in alignment with SLAs.
• Use data and metrics to inform decision-making and continuous improvement.
• Represent the voice-of-the-customer internally while advocating for efficient processes for the Support team.
• Handle customer-facing tickets for escalations and ongoing learning.
• Manage daily Support workload according to urgency, SLAs, and staffing.

Requirements

• Proven track record leading and growing high-performing, highly technical B2B SaaS Support organizations with a culture of excellence and empathy.
• Systematic thinker who proactively improves Support processes and leverages technologies for efficiency.
• Deep understanding of B2B customer needs and a history of delivering outstanding support experiences.
• Strong technical background with experience in complex B2B software; comfortable discussing APIs, integrations, system workflows, and translating technical concepts.
• Analytical skills with comfort using data and metrics for decision-making.
• Well-versed in Support KPIs, systems (ticketing, analytics, Help Center, etc.), and industry trends.
• Thrives in ambiguity, with passion for building, strategic foresight, and operational execution.
• Strong coaching and enabling skills; detail-oriented with focus on operational efficiencies and holistic processes.
• Comfortable handling customer-facing tickets and managing daily workload.

Nice-to-Haves

• Experience running projects like vendor evaluations for new ticketing systems or overhauling interview processes.
• Strategic thinking optimized for long-term scaling (e.g., processes that work when team/customer base doubles).
• Desire to become a product and industry expert.
• Eagerness to improve processes, workflows, self-service, and delivery.
• Alignment with company values: ownership, principled thinking, thoughtful communication, small talented teams.