Customer Support Manager

PublicInput•Raleigh, NC

4d•Onsite

About The Position

PublicInput is seeking a Customer Support Manager to lead and evolve our Technical Support function. This role is responsible for managing a small but highly impactful support team while remaining hands-on in complex customer support scenarios. The ideal candidate brings experience leading support operations in a fast-paced SaaS environment and has a strong technical aptitude. This person will own support KPIs and operational performance, coach and develop team members, and partner closely with Product and Engineering to ensure customers receive timely, high-quality support. As our platform and customer base continue to mature, this role will play a key part in scaling support operations, improving workflows, and expanding the use of AI-powered support tools to create a more efficient and effective customer experience. This is a highly collaborative role that requires strong judgment, accountability, and the ability to operate calmly in high-priority or time-sensitive customer situations.

Requirements

5+ years of experience in Technical Support, Customer Support, or related SaaS support environments
Prior experience managing or leading customer support teams in a high-growth SaaS company
Strong understanding of support operations, ticket management workflows, and KPI ownership
Experience troubleshooting moderately to highly complex technical issues involving integrations, configuration, workflows, or data-related scenarios
Demonstrated ability to partner effectively with Engineering and Product teams on escalations and issue resolution
Experience working within support platforms such as Intercom or similar ticketing systems
Familiarity with AI-powered customer support tools and automation workflows
Ability to analyze support metrics and operational trends to drive process improvements
Strong ownership mentality with the ability to independently drive issues toward resolution
Calm, thoughtful, and customer-focused in high-pressure or time-sensitive situations
Excellent communicator who can effectively engage both technical and non-technical audiences
Highly organized with strong operational and prioritization skills
Curious and proactive problem solver who challenges the status quo and seeks continuous improvement
Team-oriented leader who values accountability, relationships, and collaboration
Strong technical aptitude with the ability to quickly understand complex workflows and systems
Comfortable operating in a hands-on player/coach environment
Comfortable working within a fast-paced, evolving SaaS environment

Nice To Haves

Experience supporting enterprise or high-touch customer environments is preferred
GovTech or adjacent industry experience is a plus, but not required

Responsibilities

Lead and manage the day-to-day operations of the Technical Support team, including coaching, prioritization, and performance management
Own support operations and KPIs, driving improvements across response times, resolution quality, operational efficiency, and customer experience
Act as the primary escalation point for complex customer issues involving integrations, data workflows, and advanced platform troubleshooting
Partner closely with Product and Engineering teams to prioritize issues, improve workflows, and ensure timely resolution of customer-impacting problems
Manage and optimize support operations within Intercom, including reporting, workflows, automation, and AI-powered support initiatives
Analyze support trends and operational data to identify opportunities for process improvements, documentation enhancements, and scalable customer support practices
Maintain a high standard of customer communication across chat, email, and occasional live troubleshooting sessions
Help scale the support organization and customer support model to meet the evolving needs of enterprise and high-stakes customer environments
Support live customer needs and occasional high-priority troubleshooting scenarios