- Lead and mentor a structured team of up to 15 Support Engineers
- Hold team members accountable to service level targets and operational goals through regular one-on-ones, coaching and proactive performance management
- Oversee day-to-day support operations across the Americas region
- Manage workforce rosters and monitor health metrics
- Implement process improvements
- Drive adoption of AI-powered support tools and automation workflows
- Streamline support delivery, accelerate resolution times and deflect routine enquiries
- Serve as a senior point of contact for complex customer situations and critical incidents
- Coordinate cross-functional response efforts and conduct post-incident reviews
- Partner with Customer Success, Product, Engineering and regional support leaders
- Advocate for customer needs and align global support initiatives
- Lead hiring, onboarding and talent development initiatives
- Report to the Senior Director, Support
Requirements
- 5+ years of experience leading technical support, customer support or service delivery teams
- Proven track record of developing high-performing professionals
- Strong operational management capabilities, including workforce planning, scheduling, performance management and driving team accountability
- Extensive experience managing complex customer escalations, handling high-severity incidents and conducting post-incident reviews
- Practical experience leveraging AI technologies to automate workflows, optimize support delivery and enhance team efficiency
- Excellent communication skills with the ability to influence cross-functionally and manage relationships across diverse teams
- Legally authorized to work in Canada or the United States
- Must complete a background check
- Bonus: Experience leading geographically distributed or remote teams
- Bonus: Hands-on experience with Linux operating systems and containerization technologies
- Bonus: Background working within a SaaS or enterprise software environment
- Bonus: Familiarity with service management practices, SRE and key support metrics
Core Competencies
Demonstrates strong operational management capabilities, including workforce planning, performance management, and driving team accountability. Proven experience in leading technical support teams, managing complex customer escalations, and leveraging AI technologies to enhance support delivery.
Highest-signal resume keywords
- Team Leadership
- Operational Management
- AI Workflow Automation
- Customer Escalation Management
- Cross-Functional Collaboration
Hard Skills
- Performance Management
- Workforce Planning
- Incident Management
- Process Improvement
- Support Metrics
Soft Skills
- Excellent Communication
- Coaching
- Influencing
Industry Keywords
- Technical Support
- Customer Support
- Service Delivery
- SaaS
- Service Management
Tools & Technologies
- AI-Powered Support Tools
- Linux Operating Systems
- Containerization Technologies
#J-18808-Ljbffr
Senior Manager, Support Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
