Support Manager

About The Company RippleHire is an award-winning recruiting platform, made in India for the world. They build products that make recruiting effortless, human and delightful.

Why Join Us

• Build and lead the support function in a fast-growing environment
• Work with AI-driven support technologies
• Collaborate with cross-functional teams to improve product intelligence
• Competitive compensation and growth opportunities

Key Responsibilities

• Lead and manage the technical support team to resolve customer issues on time and effectively
• Set up support processes that improve response times, resolution rates and customer satisfaction
• Help the team investigate complex technical issues quickly
• Act as the escalation point for complex customer issues, troubleshoot technical problems, and coordinate with engineering when needed
• Build metrics and reporting frameworks to track support performance, customer feedback and operational efficiency
• Work with Customer Success, Product and Engineering to address recurring issues and drive product improvements
• Build a customer-first culture across every interaction
• Lead knowledge management: FAQs, help center content and internal documentation to improve self-service
• Recruit, train and mentor the team to build a high-performing support function

Must-Have Skills

• 8 10 years in technical support, including 2+ years in a leadership role at a SaaS or enterprise technology company
• Experience setting up and scaling a technical support function (preferred)
• Technical knowledge of backend database structure, SQL, system integrations, APIs and web services
• Understanding of system architecture for troubleshooting
• Strong problem-solving, escalation handling and critical incident management
• Experience setting up support processes, SLAs and automation tools
• Familiarity with ticketing systems, troubleshooting methods and cloud-based SaaS applications
• Stakeholder management and cross-functional work with Product and Engineering
• Experience leading customer-facing teams and coaching support engineers
• Excellent communication, with the ability to explain technical issues in simple, customer-friendly language
• Experience with AI-driven support tools and automation
• Use of support metrics and trend analysis to influence product roadmaps and prevent escalations

Good-to-Have Skills

• Knowledge of Applicant Tracking Systems (ATS) or HR Tech platforms (a strong advantage)
• Exposure to ITIL processes or ITIL certification