Senior Manager Customer Support

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About the Opportunity

The organization is a leader in data integrity, empowering businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products, and strategic services. This means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs, and reduce risk. The organization powers better decisions for more than 12,000 global organizations.

The organization's employees are unified by core values that are central to who they are and how they operate: Openness, Determination, Individuality, and Collaboration. The organization is committed to career development for its employees and offers opportunities for growth, learning, and building community. With a "work from anywhere" culture, the organization celebrates diversity in a distributed environment with a presence in 30 countries as well as offices in over 5 continents. Learn more about why it's an exciting time to join the organization!

The organization is an AI-first organization. All employees are expected to demonstrate proficiency in applying AI tools to accelerate their work, improve output quality, and eliminate low-value tasks. Candidates should be comfortable using generative AI tools (e.g., Microsoft Copilot, ChatGPT) in their day-to-day workflows, able to evaluate AI-generated outputs critically, and open to continuously adopting new AI capabilities as they emerge.

Overview

The organization is looking for a Technical Support Sr Manager to lead a global team delivering exceptional support for its B2B Integration products. This role combines people leadership, customer advocacy, and AI-enabled innovation to ensure consistent, high-quality customer experiences at scale.

This role will play a key part in modernizing support through automation, GenAI, analytics, and intelligent self-service, while partnering closely with Engineering, Product, and Customer teams.

Key Responsibilities

Leadership & Team Development

• Lead, coach, and develop a high-performing technical support team in a 24x7 global environment.
• Drive operational excellence across case management, escalations, and service delivery.
• Build a strong team culture focused on service excellence, ownership, and accountability.

Support Operations & Delivery Excellence

• Oversee day-to-day support operations, including shift coverage, workload balancing, and escalation management.
• Ensure consistent execution of global support processes, including case management, follow-the-sun coverage, and KCS.
• Drive adherence to SLAs, response times, and resolution quality across phone, web, and community channels.
• Lead critical customer escalations, coordinating with engineering (L3), product, and leadership as needed.

AI, Automation & Agentic Support Enablement

• Partner with cross-functional teams to introduce AI-powered support capabilities, including GenAI assistants, chatbots, and workflow automation.
• Use AI-driven analytics and customer sentiment insights to identify trends, mitigate risk, and improve customer outcomes.
• Act as a customer advocate, building strong relationships and leading critical escalations.
• Champion responsible AI adoption, ensuring solutions are secure, scalable, and aligned with customer experience goals.

Customer & Cross-Functional Collaboration

• Actively engage with customers to build trusted relationships, gather voice-of-customer feedback, and improve supportability.
• Collaborate with Engineering, Product Management, Sales, and other stakeholders to resolve systemic issues and influence product improvements.
• Participate in readiness planning for new releases, support model changes, and product introductions.

Reporting, Metrics & Continuous Improvement

• Track and analyze operational KPIs, CSAT, and efficiency metrics using dashboards and reporting tools.
• Present insights through operational reviews and leadership updates.
• Recommend and implement workflow, platform, and tooling improvements to enhance customer experience and operational scalability.

Required Qualifications

• Bachelor’s degree in computer science, Engineering, or a related field (or equivalent experience).
• 10+ years of experience in enterprise technical/customer support, including people leadership.
• Proven ability to lead and scale high-performing technical teams in a global support environment.
• Strong operational acumen across resource planning, process consistency, and escalation management.
• Excellent communication, problem-solving, and stakeholder management skills.
• Experience supporting business-critical software products.
• Must demonstrate the use of a variety of AI tooling to solve problems, including creating agents in Copilot and/or other tools.

Technical & Domain Expertise

• Experience with B2B Integrator is a plus.
• Working knowledge of Windows, Linux/UNIX environments.
• Familiarity with networking, security concepts, and enterprise integration technologies.
• Exposure to cloud platforms (Azure, AWS, GCP).
• Knowledge of SQL and relational databases.

Additional Information

This position is 100% remote anywhere in the US.

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.