Customer Support Manager

About The Role & You

PublicInput is seeking a Customer Support Manager to lead and evolve our Technical Support function. This role is responsible for managing a small but highly impactful support team while remaining hands-on in complex customer support scenarios. The ideal candidate brings experience leading support operations in a fast-paced SaaS environment and has a strong technical aptitude. This person will own support KPIs and operational performance, coach and develop team members, and partner closely with Product and Engineering to ensure customers receive timely, high-quality support. As our platform and customer base continue to mature, this role will play a key part in scaling support operations, improving workflows, and expanding the use of AI-powered support tools to create a more efficient and effective customer experience. This is a highly collaborative role that requires strong judgment, accountability, and the ability to operate calmly in high-priority or time-sensitive customer situations.
What You Will Do

• Lead and manage the day-to-day operations of the Technical Support team, including coaching, prioritization, and performance management
• Own support operations and KPIs, driving improvements across response times, resolution quality, operational efficiency, and customer experience
• Act as the primary escalation point for complex customer issues involving integrations, data workflows, and advanced platform troubleshooting
• Partner closely with Product and Engineering teams to prioritize issues, improve workflows, and ensure timely resolution of customer-impacting problems
• Manage and optimize support operations within Intercom, including reporting, workflows, automation, and AI-powered support initiatives
• Analyze support trends and operational data to identify opportunities for process improvements, documentation enhancements, and scalable customer support practices
• Maintain a high standard of customer communication across chat, email, and occasional live troubleshooting sessions
• Help scale the support organization and customer support model to meet the evolving needs of enterprise and high-stakes customer environments

Skills and Experience

Professional Qualifications

• 5+ years of experience in Technical Support, Customer Support, or related SaaS support environments
• Prior experience managing or leading customer support teams in a high-growth SaaS company
• Strong understanding of support operations, ticket management workflows, and KPI ownership
• Experience troubleshooting moderately to highly complex technical issues involving integrations, configuration, workflows, or data-related scenarios
• Demonstrated ability to partner effectively with Engineering and Product teams on escalations and issue resolution
• Experience working within support platforms such as Intercom or similar ticketing systems
• Familiarity with AI-powered customer support tools and automation workflows
• Ability to analyze support metrics and operational trends to drive process improvements
• Experience supporting enterprise or high-touch customer environments is preferred
• GovTech or adjacent industry experience is a plus, but not required

Personal Qualifications

• Strong ownership mentality with the ability to independently drive issues toward resolution
• Calm, thoughtful, and customer-focused in high-pressure or time-sensitive situations
• Excellent communicator who can effectively engage both technical and non-technical audiences
• Highly organized with strong operational and prioritization skills
• Curious and proactive problem solver who challenges the status quo and seeks continuous improvement
• Team-oriented leader who values accountability, relationships, and collaboration
• Strong technical aptitude with the ability to quickly understand complex workflows and systems

Additional Requirements

• Comfortable operating in a hands-on player/coach environment
• Ability to support live customer needs and occasional high-priority troubleshooting scenarios
• Operating hours for live support are Monday-Friday, 6 AM - 5 PM PT / 9 AM - 8 PM ET, excluding most federal holidays
• Comfortable working within a fast-paced, evolving SaaS environment

Compensation

This role pays a market-competitive base salary and is eligible to participate in the company's annual bonus plan. You may also be eligible for our equity incentive program that awards high-performing employees on an annual basis. These option grants are awarded at the CEO's discretion to acknowledge employees who have made significant contributions to achieving our goals.
Benefits

• Unlimited Paid Time Off: You know yourself best, so we trust you to take the time you need to maintain a rewarding work/life balance.
• Group Health, Dental, and Vision Plan: PublicInput offers a company-subsidized healthcare plan that covers 100% of your medical premiums or up to $800 per month for you and your dependents. We also have options to add Dental, Vision, Life, and other benefit coverages for the employee and their family.
• HSA Contribution: PublicInput will contribute annually (spread over each month) to an employee's Health Savings Account (HSA).
• Pre-tax 401 (k): The company provides access to make pre-tax contributions to a 401 (k) plan, and will match 50 cents on the dollar up to 6% of an employee's base salary

Company Culture

Our offices are based out of Raleigh Founded in the Glenwood South neighborhood of Downtown Raleigh. We're fortunate to be surrounded by fellow social entrepreneurs and high-growth companies. Glenwood South contains a multitude of restaurants, bars, unique shops, and art galleries.