Senior Manager Customer Support

TL;DR

Senior Manager Customer Support (B2B Integration): Lead a global technical support team delivering exceptional support for B2B Integration products with an accent on people leadership, operational excellence, and AI-enabled innovation. Focus on modernizing support through automation, GenAI assistants, analytics, intelligent self-service, and cross-functional collaboration to drive customer outcomes and scalability.

Location: 100% remote anywhere in the US

Company

Leader in data integrity empowering businesses to make confident decisions through software, data enrichment products, and strategic services for over 12,000 global organizations including 95 of the Fortune 100. AI-first organization with 2500 employees across 30 countries and a work from anywhere culture.

What you will do

• Lead, coach, and develop a high-performing technical support team in a 24x7 global environment, driving operational excellence in case management, escalations, and service delivery.
• Oversee day-to-day support operations including shift coverage, workload balancing, SLA adherence, and critical customer escalations coordinated with engineering and product teams.
• Introduce AI-powered support capabilities like GenAI assistants, chatbots, workflow automation, and analytics to identify trends and improve customer outcomes.
• Build customer relationships, gather voice-of-customer feedback, and collaborate with engineering, product, sales, and stakeholders to resolve issues and influence product improvements.
• Track KPIs, CSAT, and efficiency metrics using dashboards like Salesforce, present insights in leadership reviews, and implement workflow and tooling improvements.

Requirements

• Bachelor’s degree in computer science, Engineering, or related field (or equivalent experience)
• 10+ years in enterprise technical/customer support, including people leadership in global environments
• Proven ability to lead and scale high-performing technical teams with strong operational acumen in resource planning, processes, and escalations
• Excellent communication, problem-solving, and stakeholder management skills
• Experience supporting business-critical software products
• Must demonstrate proficiency using AI tools like Copilot/ChatGPT to solve problems, including creating agents
• Working knowledge of Windows/Linux/UNIX, networking, security, enterprise integration, cloud platforms (Azure/AWS/GCP), SQL, and relational databases

Nice to have

• Experience with B2B Integrator

Culture & Benefits

• Unified by core values: Openness, Determination, Individuality, and Collaboration
• Committed to career development, growth, learning, and building community
• Work from anywhere culture celebrating diversity in a distributed environment with presence in 30 countries and 20 offices across 5 continents
• All employees expected to apply AI tools to accelerate work and improve output quality