Own and manage the support ticket queue and day-to-day operations, defining, tracking, and improving key support KPIs
Job Summary
Own and manage the support ticket queue and day-to-day operations, defining, tracking, and improving key support KPIs.
Act as a senior escalation point for complex technical issues, diagnosing front-end, browser, and integration-related issues, and supporting API troubleshooting.
Manage and coach a small team of Support ICs, providing mentorship and feedback while balancing leadership with hands-on ticket ownership.
Matching Summary
Own and manage the support ticket queue and day-to-day operations, defining, tracking, and improving key support KPIs.
Skills & Requirements
Must-have
Support ticket queue management
Define and track support KPIs
Build scalable support processes
Implement automation in support
Senior escalation point for technical issues
Diagnose front-end and browser issues
Support API troubleshooting
Lead DevRev implementation
Manage and coach support team
Partner with Product and Engineering
Nice-to-have
Privacy, security, or compliance SaaS support
Experience with mobile SDKs
Server-side or backend experience
Deeper JavaScript framework expertise
Experience building support automations
Experience owning knowledge bases
Key Requirements
5+ years in technical support in SaaS
2-3+ years managing support teams
Proficiency in JavaScript, HTML, CSS
Troubleshoot client-side issues using developer tools
Strong understanding of API calls and integrations
Experience with support tools (Zendesk, Jira, DevRev, etc.)