Senior Manager Customer Support

About Boxo

Boxo platform helps companies instantly launch miniapps for eCommerce, travel, eSIMs, insurance, loyalty, and more, inside any app.

We've already partnered with leading fintechs and super apps across Asia, Africa, and North America. Our pace is fast, our ambition is global, and our culture is built on direct contribution, speed, and doing the hard things that matter.

About the Role

We're looking for a Senior Customer Support Manager who lives and breathes Intercom and Fin AI. This is not a "I've used Intercom before" role. You should know the platform inside out and have real experience deploying and tuning Fin AI in production. You'll own support end to end, run our entire Intercom and Fin stack, and be the voice of our partners inside Boxo, working directly with the founders.

What You'll Do

• Own Intercom end to end: workflows, inboxes, routing, macros, tags, reporting, and integrations.
• Own Fin AI: deployment, knowledge source curation, answer tuning, guidance, and pushing resolution rate and deflection up every week.
• Own the support function, including ticket resolution, escalations, and SLAs across global partners.
• Build support processes and documentation from the ground up.
• Work closely with engineering and product to escalate, prioritize, and close the loop on issues.
• Turn support insights into product and process improvements.

What We're Looking For

• 4+ years in customer support, ideally B2B SaaS, fintech, or a fast moving startup.
• Expert level Intercom. You've built and configured it yourself, not just replied from the inbox.
• Hands on Fin AI experience. You've launched it, trained it, and can talk numbers on resolution rate improvements.
• Extreme ownership. You don't wait for direction, you seek clarity and execute.
• Excellent written English. You turn complexity into clarity under pressure.
• Comfortable working across time zones with global partners.
• Bonus: technical background or experience supporting APIs and SDKs.

How to Apply

In your application, tell us what you built in Intercom, and what your Fin AI resolution rate was before and after you tuned it. Applications without this won't be reviewed.

Why Join Us

You'll be joining a company that's helping shape the future of super apps globally. Expect fast decisions, real ownership, and the chance to be part of something early, meaningful, and global.

• Let's build.