Senior Manager, Application Support (East Coast, USA)

1 hour, 42 minutes ago
Full-time
Lead
Customer and Technical Support
Syndio

Syndio

Syndio provides expert-backed technology that helps companies measure, achieve, and sustain workplace equity. Their Workplace Equity Analytics Platform identifies and addresses pay gaps, compliance issues, and trust-building within organizations. With ...

Professional Services
51-250
Founded 2009
$83M raised

Description

  • Define and continuously refine the vision and strategy for AI-native customer support.
  • Design and operate customer-facing AI agents, knowledge bases, escalation logic, and quality standards.
  • Track support metrics such as inflow, autonomous resolution, escalation patterns, and time-to-resolution.
  • Use support data to make capacity and knowledge coverage decisions.
  • Manage, coach, and develop a support team working across technical investigation, customer empathy, and engineering partnership.
  • Establish how AI agents support bug investigation and resolution workflows, including human review gates.
  • Partner with Engineering, Customer Success, and Product to route feedback and escalations effectively.
  • Own readiness planning for support scale as new products launch and ticket volume increases.
  • Build a support workflow that balances autonomous agent resolution with human judgment where needed.

Requirements

  • 8+ years of experience in technical support, engineering operations, or a related function.
  • 2+ years of people management experience.
  • Demonstrated experience building or scaling support operations at a SaaS company.
  • Hands-on experience designing or operating AI-assisted support workflows, customer-facing agents, or multi-agent orchestration systems.
  • Hands-on experience with Zendesk or a comparable enterprise support platform at an operational or administrative level.
  • Experience working closely with engineering teams and contributing to sprint planning or incident review.
  • Clear point of view on the future of AI-native support and multi-agent systems.
  • Technical fluency to read logs, understand web applications end to end, and form hypotheses about issues.
  • Experience with observability tooling, agent orchestration platforms, or workflow systems is a strong plus.
  • Strong analytical capability with support metrics and instrumentation.

Benefits

  • Base salary targeted at $158,000-$185,000 USD.
  • Equity in Syndio.
  • Flexible vacation policy.
  • Paid sick and safe time, compassion leave, parental leave, and voting leave.
  • Medical, dental, and vision insurance, with Syndio paying 90% of employee premiums and 50% for dependents.
  • Life insurance and disability coverage with full premium paid by Syndio.
  • 401(k) retirement plan.
  • Remote-first role within approved U.S. states.

Interested in this position?

Apply directly on the company website

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