Manager of Customer Support

Who you are

• 5+ years in technical support, customer success operations, or technical account management, with at least 2 years managing people
• Proven track record managing to SLAs in a technical support or customer operations environment
• Experience with technical products (SaaS, B2B software, healthcare tech preferred) where support requires genuine technical troubleshooting, not just scripted responses
• Data fluency: You've built dashboards, analyzed trends, and used metrics to drive operational improvements—not just reported them
• Systems thinker: You see support as a process to optimize, not just a queue to clear; you've redesigned workflows or implemented tooling that improved efficiency
• Product management mindset: You understand root cause analysis and think about preventing issues upstream rather than just resolving them faster
• Technical credibility: You can learn product architecture, understand complex workflows, and coach support engineers on technical cases
• Coaching-oriented: You develop people through feedback, skill-building, and stretch opportunities—not just task assignment
• High standards with empathy: You hold your team accountable while supporting their growth
• Cross-functional collaboration: You've worked effectively with Engineering, Product, or Customer Success teams where success required partnership
• Comfortable with ambiguity: You're excited to build operations for a new support model without a perfect playbook on day one
• Experience in healthcare, health tech, or regulated industries
• Exposure to AI-assisted support workflows or LLM-based tooling
• Prior experience as a technical support engineer or individual contributor before moving into management
• Familiarity with Notion, Linear, Salesforce, Intercom, or similar support/case management platforms

What the job involves

• We're looking for a Manager, Customer Support to lead a high-performing team of Support Specialists and Support Engineers
• This isn't traditional support management—you'll treat support as a product, using data to diagnose friction, design experiments to improve resolution speed and quality, and continuously optimize the system that delivers customer outcomes
• You'll be the operational leader for Elation's support experience, owning team performance, development, and the daily execution of SLA commitments
• You'll partner closely with Engineering, Product, and Customer Operations to translate support insights into product improvements, and build the analytics infrastructure that makes support performance transparent and actionable
• If you think like a Product Manager, love operations, and want to build a technically oriented team that drives real impact, this is the role for you
• Lead a High-Performing Team
• Manage approximately 8–10 Support Specialists and Support Engineers, owning hiring, onboarding, development, performance management, and retention
• Conduct weekly 1:1s focused on skill development, case quality review, and career growth
• Coach your team to critically evaluate AI-generated recommendations and deliver exceptional customer outcomes—quality over speed
• Hold your team accountable to SLA commitments, including time-to-resolution, backlog targets, and customer satisfaction scores
• Own Support Operations & Processes
• Manage the daily execution of case triage, routing, and escalation workflows to ensure efficient resolution
• Monitor case queue health in real time and identify bottlenecks or quality issues before they impact customers
• Design and run experiments to improve case resolution speed, first-contact resolution rates, and customer satisfaction
• Build and maintain the Support playbook, including documentation, troubleshooting guides, and AI-assisted workflow standards
• Own the QA process for AI-assisted case resolution; audit quality regularly and coach to gaps
• Drive Data-Driven Insights
• Treat metrics as your product: build dashboards, define KPIs, and make support performance visible and actionable
• Run weekly case reviews with your team to identify patterns, high-volume issue types, and systemic product gaps
• Translate case data into prioritized feedback for Product and Engineering teams
• Own monthly reporting on team performance, SLA trends, top case drivers, and escalation patterns
• Use data to forecast capacity needs, identify skill gaps, and recommend training investments
• Partner Cross-Functionally
• Work closely with Engineering Managers to keep support context present in product decisions
• Collaborate with Customer Operations on service standards and cross-functional initiatives
• Surface urgent product issues and provide context for prioritization decisions
• Build feedback loops to ensure case-driving issues get resolved upstream
• Improve Systems Continuously
• Proactively identify inefficiencies in support workflows, tooling, or documentation and drive improvements
• Recommend and implement automation that increases team leverage (e.g., AI response quality, case routing logic, knowledge base search)
• What Success Looks Like
• First 90 Days
• Build trust with your team through 1:1s, understanding strengths and challenges, and establishing clear expectations
• Master the case data: know the top case drivers, current SLA performance, and team capacity model
• Establish effective partnerships with Engineering Managers
• Identify and fix 1–2 quick-win process inefficiencies
• First Year
• SLA performance: Your team consistently meets time-to-resolution targets and keeps backlog under control
• Case quality: AI-assisted case resolution accuracy at 95%+; zero critical escalations due to poor case handling
• Team development: At least one team member promoted or developing toward the next level; retention at 90%+
• Product impact: Your case data analysis drives 3+ roadmap prioritization decisions that reduce case volume
• Operational leverage: You've built analytics dashboards, improved documentation, and implemented at least one automation that increases team impact by 10%+

Benefits

• Benefits Plan: We offer medical,dental, and vision insurance, as well as Flexible Spending Accounts and life insurance
• Pay and Equity: We offer a meaningful salary and equity package to each member of our team
• Flexible Time-Off: We believe that you should be trusted and empowered to take time off when you need it
• Home Office + Tech Stipend: We offer a home office stipend to help make work from home life a bit easier