Support Manager
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Job Description
Support Manager overseeing and developing cross-regional support teams for a B2B SaaS platform. Focused on strategy, operations, and client engagement across Asia and US.
Responsibilities:
- Own the strategy and roadmap for the support function across Asia and US
- Lead, mentor, and develop a cross-regional support team of 6
- Own support KPIs and SLAs—response time, resolution time, CSAT, and backlog health
- Act as the primary point of escalation for complex or high-severity issues
- Communicate directly with clients on escalated matters
- Own and continuously improve support SOPs, playbooks, ticket workflows, and onboarding
- Manage shift coverage and workload distribution across time zones
- Champion the adoption of AI-assisted support tools
- Track recurring issues, surface trends and root causes
Requirements:
- 7+ years in technical support, with 4+ years in a support leadership role directly managing teams
- Demonstrated track record building and scaling support functions—not just running them
- Proven experience managing distributed or cross-regional teams
- Seasoned escalation owner, comfortable owning executive- and client-facing communication in high-severity situations
- Excellent written and verbal English communication skills
- Hands-on familiarity with AI-driven support tooling
- Strong data and business acumen
Benefits:
- HMO Reimbursement — $100/month
- Life Insurance Allowance — $20/month
- Dental & Vision Reimbursement — Dental ($20/month) + Vision ($4/month)
- 15 PTO credits per year (convertible to cash if unused)
- Training & Learning Reimbursement — up to $30/month
- US Holiday Pay
- Remote work flexibility
- Opportunities for growth in a fast-moving AI company
- And more
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