Senior Manager Customer Support

Precisely US Jobs

3d•Remote

About The Position

Precisely is looking for a Technical Support Sr Manager to lead a global team delivering exceptional support for our B2B Integration products. This role combines people leadership, customer advocacy, and AI-enabled‑ innovation to ensure consistent, high-quality‑ customer experiences at scale. You will play a key role in modernizing support through automation, GenAI, analytics, and intelligent self-service, while partnering closely with Engineering, Product, and Customer teams

Requirements

Bachelor’s degree in computer science, Engineering, or a related field (or equivalent experience)
10+ years of experience in enterprise technical/customer support, including people leadership
Proven ability to lead and scale high-performing technical teams in a global support environment
Strong operational acumen across resource planning, process consistency, and escalation management
Excellent communication, problem-solving, and stakeholder management skills
Experience supporting business-critical software products
Must demonstrate the use of a variety of AI tooling to solve problems, including creating agents in Copilot and/or other tools
Working knowledge of Windows, Linux/UNIX environments
Familiarity with networking, security concepts, and enterprise integration technologies
Exposure to cloud platforms (Azure, AWS, GCP)
Knowledge of SQL and relational databases

Nice To Haves

Experience with B2B Integrator is a plus

Responsibilities

Lead, Coach, and develop a high performing‑ technical support team in a 24x7 global environment
Drive operational excellence across case management, escalations, and service delivery
Build a strong team culture focused on service excellence, ownership, and accountability
Oversee day-to-day support operations, including shift coverage, workload balancing, and escalation management
Ensure consistent execution of global support processes, including case management, follow-the-sun coverage, and KCS
Drive adherence to SLAs, response times, and resolution quality across phone, web, and community channels
Lead critical customer escalations, coordinating with engineering (L3), product, and leadership as needed
Partner with cross-functional teams to introduce ‑AI-powered‑ support capabilities, including GenAI assistants, chatbots, and workflow automation
Use AI-driven analytics and customer sentiment insights to identify‑ trends, mitigate risk, and improve customer outcomes
Act as a customer advocate, building strong relationships and leading critical escalations.
Champion responsible AI adoption, ensuring solutions are secure, scalable, and aligned with customer experience goals
Actively engage with customers to build trusted relationships, gather voice-of-customer feedback, and improve supportability
Collaborate with Engineering, Product Management, Sales, and other stakeholders to resolve systemic issues and influence product improvements
Participate in readiness planning for new releases, support model changes, and product introductions
Track and analyze operational KPIs, CSAT, and efficiency metrics using dashboards and reporting tools (e.g., Salesforce)
Present insights through operational reviews and leadership updates
Recommend and implement workflow, platform, and tooling improvements to enhance customer experience and operational scalability