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Senior Manager, Support

Platform.sh
Location
Remote • Canada or USA
Posted
19 days ago
Department
Customer Success
What they actually want (must-haves)
  • 5+ years of experience leading technical support, customer support or service delivery teams
  • Strong operational management capabilities including workforce planning and performance management
  • Extensive experience managing complex customer escalations and high-severity incidents
  • Practical experience leveraging AI technologies to automate workflows and optimize support delivery
  • Excellent communication skills with the ability to influence cross-functionally
Nice to have
  • Experience leading geographically distributed or remote teams
  • Hands-on experience with Linux operating systems and containerization technologies
  • Background working within a SaaS or enterprise software environment
  • Familiarity with service management practices, SRE and key support metrics
What the job really is

As a Senior Manager, Support at Upsun, you will lead a team of up to 15 Support Engineers, focusing on driving exceptional customer outcomes and operational excellence. Your role involves managing daily support operations, integrating AI and automation tools, handling complex customer escalations, and collaborating with cross-functional teams to advocate for customer needs and improve service delivery.

Benefits
  • Flexible PTO
  • Comprehensive healthcare coverage (UK, Canada, France, Spain, USA)
  • Company stock options
  • Professional development budget
  • Office equipment budget
  • Wellness budget
Things to weigh
  • No salary listed
  • Remote work is foundational, but applicants must be legally authorized to work in Canada or the USA
  • The role involves managing a team, which may require strong leadership and interpersonal skills
Job score3.6/5
Benefits5/5
Freshness4/5
Career value4/5
Role clarity5/5
Pay transparency0/5

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