Support Manager

Valsoft Corporation

8d•Remote

About The Position

DemandBridge provides specialized software solutions that help marketing, print, and supply chain organizations streamline complex operational workflows. Their platform supports businesses with tools designed to improve operational visibility, optimize workflows, and simplify day-to-day processes in industries where efficiency and reliability are critical. With an established customer base across North America, DemandBridge operates in an environment where product stability and customer support directly impact customer success. DemandBridge is part of Fluent Software Group (a Valsoft Corporation operating group), a global acquirer and operator of vertical market software businesses. We focus on specialized industries where expertise creates lasting advantages and long-term value. We're hiring an experienced Support Manager to lead a distributed customer support team within a complex and evolving SaaS environment. This role is ideal for a calm, process-oriented leader who can bring structure, accountability, and stability while earning the trust of a long-tenured team. You'll play a key role in improving support operations, reducing ticket response delays, and strengthening collaboration between Support and Engineering.

Requirements

Proven experience managing customer support or customer-facing teams within a technology or SaaS environment.
Strong leadership skills with the ability to earn trust from experienced, change-resistant teams.
Hands-on experience using Jira for ticket management, escalation handling, and operational tracking.
Comfortable handling client escalations and serving as a senior point of contact for unresolved issues.
Organized, patient, and motivated by improving operational processes and team performance.

Nice To Haves

Experience in B2B SaaS, enterprise software, or legacy software environments.
Exposure to ERP, procurement, print, or marketing supply chain software industries.
Experience with AI-enabled support tools or automation initiatives.

Responsibilities

Lead, coach, and support a distributed customer support team across North America and the Philippines.
Establish clear triage, follow-up, and resolution processes to improve response times and ticket management.
Serve as the primary escalation point for complex customer issues and support-related concerns.
Identify operational bottlenecks and implement more effective support workflows and processes.
Partner closely with R&D and Engineering teams to improve bug backlog management and escalation cadence.
Build visibility into support operations through reporting, documentation, and process tracking.
Contribute to improving the overall customer experience across multiple products and support channels.
Support the rollout and adoption of AI-enabled support tools and workflows.
Help rebuild team trust and long-term stability following several leadership transitions.