Senior Manager, Support

4 weeks ago
Full-time
Senior
Customer and Technical Support
RemoteWoman

RemoteWoman

RemoteWoman is a platform that connects women with remote job opportunities at female-friendly companies in various fields such as marketing, development, design, product, sales, and support. They also offer a service for obtaining a legal US marriage ...

Internet Software & Services
1-10

Description

  • Lead and mentor a team of up to 15 Support Engineers through coaching, one-on-ones, accountability, and performance management.
  • Oversee Americas support operations, including workforce rosters, health metrics, service levels, and process improvements.
  • Drive adoption and optimization of AI-powered support tools and automation workflows.
  • Manage complex customer escalations and critical incidents, coordinating cross-functional responses and post-incident reviews.
  • Partner with Customer Success, Product, Engineering, and regional support leaders to advocate for customers and align initiatives.
  • Lead hiring, onboarding, and talent development to strengthen technical capabilities and organizational growth.

Requirements

  • 5+ years of experience leading technical support, customer support, or service delivery teams.
  • Proven experience developing high-performing professionals.
  • Strong capabilities in workforce planning, scheduling, performance management, and operational accountability.
  • Extensive experience managing complex escalations, high-severity incidents, and post-incident reviews.
  • Practical experience using AI technologies to automate workflows and improve support efficiency.
  • Excellent communication and cross-functional stakeholder management skills.
  • Experience leading geographically distributed or remote teams (preferred).
  • Hands-on experience with Linux and containerization technologies (preferred).
  • Experience in SaaS or enterprise software environments, with familiarity with service management, SRE, and support metrics (preferred).
  • Legally authorized to work in Canada or the United States; visa sponsorship is unavailable. Background checks are required.

Benefits

  • Flexible PTO.
  • Comprehensive healthcare coverage in Canada and the USA, among other supported countries.
  • Company stock options.
  • Professional development, office equipment, and wellness budgets.
  • Annual team gatherings and internet reimbursement.
  • Inclusive parental leave and a remote-work travel program.
  • Fully remote work with a global team.

Interested in this position?

Apply directly on the company website

Apply Now

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