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← Upsun (via Remote Woman)

Senior Manager, Support

Upsun (via Remote Woman)
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 of Support at Upsun, you'll lead a team of up to 15 Support Engineers, focusing on delivering exceptional customer outcomes and operational excellence. Your role involves managing daily support operations, driving the integration of AI and automation tools, and collaborating cross-functionally with departments like Customer Success and Engineering to advocate for customer needs and improve processes.

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
  • Focus on AI and automation may require adaptation to new technologies
  • Role involves managing a geographically distributed team which may present unique challenges
Job score3.6/5
Benefits5/5
Freshness4/5
Career value4/5
Role clarity5/5
Pay transparency0/5

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