Manager, Support

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Eptura

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 B2B

🏠 Real Estate

SaaS • B2B • Real Estate

Eptura is a global worktech company that provides a unified, cloud-based workplace operating system to connect people, spaces, and assets. Its SaaS platform combines facility and asset management (EAM/CMMS), space planning, reservations, visitor management, and integrated workplace management (IWMS) with embedded AI capabilities (Eptura AI) to automate maintenance, optimize real estate, and improve employee experience. Eptura serves facility managers, corporate real estate teams, digital workplace leaders, and security teams across enterprise and government customers (including a FedRAMP-authorized offering).

📋 Description

• Lead, coach, and develop a team of Support professionals • Conduct one-on-ones, performance check-ins, team meetings, case reviews, and coaching sessions • Set expectations for ownership, responsiveness, professionalism, quality, documentation, and customer communication • Support hiring, onboarding, training, performance management, succession planning, and ongoing team development • Oversee day-to-day support operations and ensure issues are resolved accurately, efficiently, and within service levels • Monitor ticket volume, SLA adherence, backlog, aging cases, escalation trends, response times, resolution times, CSAT, DSAT drivers, quality scores, and knowledge contribution • Use data, dashboards, case reviews, and quality insights to identify trends, coaching opportunities, process gaps, risks, and improvement actions • Ensure consistent support processes, workflows, documentation, escalation procedures, case hygiene, and knowledge management • Forecast workload, assess staffing needs, manage coverage, improve queue health, and increase operational efficiency • Serve as an escalation point for complex, sensitive, high-priority, or business-impacting customer issues • Coordinate with Customer Success, Product, Engineering, Implementation, Cloud Operations, Sales, and other teams to resolve customer-impacting issues • Improve support workflows, escalation paths, internal communication, quality programs, reporting, and knowledge-centered support • Develop support playbooks, knowledge base content, templates, training materials, quality rubrics, and standard operating procedures • Champion AI-enabled support tools, automation, knowledge search, case summarization, and scalable practices • Translate customer issues, support trends, risk signals, and operational data into business insights and recommendations • Represent Support in cross-functional discussions and communicate customer impact, urgency, and root cause

🎯 Requirements

• 5+ years of experience in customer support, technical support, customer operations, or a related customer-facing function • 3+ years of experience leading, coaching, or directly managing support professionals • Applicants must be U.S. citizens and currently reside within the United States to meet federal security clearance eligibility requirements • Experience working in a SaaS, technology, software, or technical support environment • Strong understanding of support operations, ticketing workflows, escalation management, service-level expectations, case quality, and customer communication standards • Demonstrated ability to manage team performance using metrics, reporting, quality reviews, coaching plans, and performance documentation • Proven ability to coach team members, provide direct and actionable feedback, and support employee development and accountability • Ability to drive root cause analysis, distinguish temporary mitigation from sustainable resolution, and ensure clear ownership for corrective actions • Strong problem-solving, prioritization, and decision-making skills in time-sensitive and customer-impacting situations • Excellent written and verbal communication skills • Comfortable working with Salesforce Service Cloud, Jira, Gainsight, Intercom, Freshdesk, workforce management tools, knowledge platforms, AI-enabled support tools, or similar systems • Preferred: Experience supporting B2B SaaS or enterprise software customers • Preferred: Experience leading distributed, remote, global, or multi-region teams • Preferred: Familiarity with workplace technology, facilities management, asset management, visitor management, enterprise SaaS, or related industries • Preferred: Experience improving support processes, knowledge management practices, quality programs, operational reporting, automation, or AI-enabled support workflows • Preferred: Experience partnering closely with Product, Engineering, Customer Success, Implementation, Cloud Operations, or Business Partner teams • Preferred: Demonstrated ability to lead through change and support teams during transformation

🏖️ Benefits

• Health, Dental, Vision & Pet Insurance • Dependent, Spousal and Domestic Partner coverage available • Up to $1000 Company HSA Contribution • Medical, Dependent Care and Limited FSA Accounts • Income Protection and Replacement - 100% Company Paid • Short Term Disability • Long Term Disability • Life Insurance • Employee Assistance Program • Flexible PTO • 401K with company match • Flexible workspace environment