Senior Manager, Application Support (East Coast, USA)

Syndio • Home, WV

7h • Remote

About The Position

Syndio is transforming how companies understand and act on workplace equity and as new daily-use products are launched, customer support needs to transform. This role is for a Senior Manager to define and own the vision for customer support in an agentic future: a lean, AI-native function that scales with product growth, stays close to customers, and serves as a high-signal feedback loop between users and engineering. This is a builder role, inheriting a technically sharp, high-trust team with a mandate to architect a support function where intelligent AI agents handle the majority of interactions autonomously, human effort is reserved for genuine judgment, and the gap between incoming and resolved ticket volume continuously closes without proportional headcount growth. The ideal candidate must be comfortable designing a multi-agent orchestration system and coaching team members through difficult customer conversations, seeing agentic AI as the foundation to build from, not just a tool to bolt onto existing processes.

Requirements

• A vision for the agentic future of support.
• Technical fluency.
• AI and automation depth.
• Analytical capability.
• Customer empathy and communication.
• Operational rigor.
• People leadership.
• 8+ years in technical support, engineering operations, or a related function
• 2+ years managing people
• Demonstrated experience building or scaling support operations at a SaaS company
• Hands-on experience designing or operating AI-assisted support workflows, customer-facing agents, or multi-agent orchestration systems
• Hands-on experience with Zendesk or a comparable enterprise support platform at an operational or administrative level
• Experience working closely with engineering teams and contributing to cross-functional processes like sprint planning or incident review

Nice To Haves

• Experience with observability tooling, agent orchestration platforms, or workflow systems is a strong plus.

Responsibilities

• Vision and strategy for agentic support.
• Customer-facing agent design and operations.
• Analytical rigor and business decision support.
• Team leadership and development.
• Agentic bug triage and resolution.
• Cross-functional partnership.
• Scaling for product growth.

Benefits

• Competitive Compensation. For this role our base salary is targeted at $158-185k USD.
• Syndio Equity. So you can share in Syndio’s success.
• Flexible Vacation Policy. We encourage our team to recharge when they need to, plus paid sick & safe time, compassion leave, parental leave, and voting leave.
• Medical, Dental, Vision. Syndio pays 90% of employee premiums, and 50% for dependents.
• Life Insurance & Disability. Syndio covers the full premium.
• 401(k). To help you save for your future
• Remote-First within the following approve states: CT, DC, FL, GA, MD, MA, NJ, NY, OH, PA, RI, SC, VT, and VA #LI-Remote

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed