Manager, Customer Support

Boostlingo

About The Position

Boostlingo is hiring a Manager, Customer Support to join its support leadership team alongside a peer Manager and the Technical Support Operations Lead. The role manages 3 to 7 technical support specialists in a distributed organization that works with direct employees and BPO partners to provide 24/7 coverage across technical support, live event support, and intake. The manager helps define and improve support processes while ensuring the team executes them effectively, representing Support in client-facing situations and advocating for customers across Product and Engineering. The team handles inbound tickets in Intercom, live-event chats, calls on Zoom, and intake through Boostlingo’s platform. Issues range from straightforward support questions to complex call investigations involving multiple technology platforms and browser or platform logs. The team reproduces defects, escalates them to Engineering, establishes urgency based on customer context, and partners with Customer Success to build client accounts and assist with onboarding integrations. The company also uses Fin and Intercom and is incorporating AI and automation into support workflows, with quality as a priority. This is a people-management and operational leadership role, not an engineering or account-management position. The manager triages and escalates rather than shipping code fixes, partners on client health without owning renewals or revenue, and does not own help-desk platform administration or automation. The role may also take on projects as needed and developed with the successful candidate.

Requirements

At least 3 years leading a team that resolves customer or end-user technical issues, such as customer support, technical support, or IT service desk work.
At least 2 years as a direct people manager, including hiring, one-on-ones, and performance conversations.
Experience handling escalations directly with client stakeholders, including senior contacts.
Ability to understand technical issues sufficiently to coach a support representative through them.
Ability to identify recurring or emerging issues, work with Engineering and Product using supporting tickets and data, and document consistent procedures.
Ability to design coverage across 24/7 support, intake, and events without burning out the team.
Ability to use AI and automation to reduce repetitive work and measure quality before and after changes.

Nice To Haves

Experience managing a distributed or multi-time-zone team, including teams through BPO partners.
Enterprise healthcare experience, especially supporting integrations or healthcare-specific workflows.
Experience running quarterly reviews and managing to strategic OKRs.
Working knowledge of Twilio, SIP, WebRTC, or similar communications technology.
Hands-on experience with APIs, SQL, or light coding, and curiosity about drafting automation with an AI assistant.
Experience with Intercom and using AI in support workflows with quality as the bar.

Responsibilities

Lead and grow a team of 3 to 7 technical support specialists through regular one-on-ones, mentoring, and development of technical, communication, and leadership skills.
Evaluate team performance and own Quarterly Growth Alignments for each team member.
Own a set of OKRs and manage the team to its OKRs in alignment with company priorities.
Drive support quality by running ticket review sessions, reviewing and co-working tickets, and recording walkthroughs for teammates who work off-hours.
Turn recurring issues into documented procedures and build checks that help the team identify problems before clients report them.
Build AI-assisted quality assurance alongside the Technical Support Operations Lead.
Serve as an escalation point for stakeholders inside and outside Support.
Join strategic client calls and represent Support on site when needed.
Work with Onboarding, Sales, and Account Management to understand and address client needs.
Triage Engineering tickets and advocate for client needs and internal tooling with Product.
Share ownership with the support leadership team for 24/7 support, 7-7 intake, and events coverage.
Collaborate with BPO partners and report against support OKRs.
Identify and pursue projects and opportunities as needed.