Support Manager

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MSPbots.ai

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

☁️ SaaS

⚡ Productivity

💰 Seed Round on 2023-07

Artificial Intelligence • SaaS • Productivity

MSPbots. ai is a company specializing in business intelligence solutions and process automation tailored for Managed Service Providers (MSPs). The company offers a range of tools, including dashboards for real-time data visibility, micro training bots for automating management tasks, and solutions like Next Ticket for optimizing technician dispatch. MSPbots. ai aims to enhance productivity and efficiency for MSP owners and managers by providing single-pane-of-glass dashboards, extensive integration capabilities, and customizable automation bots. The platform is designed to address the unique challenges faced by MSPs, helping them to enforce processes, reduce errors, and increase profits.

📋 Description

• Own the strategy and roadmap for the support function across Asia and US • Lead, mentor, and develop a cross-regional support team of 6 • Own support KPIs and SLAs—response time, resolution time, CSAT, and backlog health • Act as the primary point of escalation for complex or high-severity issues • Communicate directly with clients on escalated matters • Own and continuously improve support SOPs, playbooks, ticket workflows, and onboarding • Manage shift coverage and workload distribution across time zones • Champion the adoption of AI-assisted support tools • Track recurring issues, surface trends and root causes

🎯 Requirements

• 7+ years in technical support, with 4+ years in a support leadership role directly managing teams • Demonstrated track record building and scaling support functions—not just running them • Proven experience managing distributed or cross-regional teams • Seasoned escalation owner, comfortable owning executive- and client-facing communication in high-severity situations • Excellent written and verbal English communication skills • Hands-on familiarity with AI-driven support tooling • Strong data and business acumen

🏖️ Benefits

• HMO Reimbursement — $100/month • Life Insurance Allowance — $20/month • Dental & Vision Reimbursement — Dental ($20/month) + Vision ($4/month) • 15 PTO credits per year (convertible to cash if unused) • Training & Learning Reimbursement — up to $30/month • US Holiday Pay • Remote work flexibility • Opportunities for growth in a fast-moving AI company • And more