Manager, Customer Support

Why This Role Matters

As a language technology platform, Boostlingo sits at the intersection of our clients and critical language access. Support sees every part of that lifecycle: a call that didn't connect, a scheduler troubleshooting a breakdown in their unique workflow, a pivotal integration breaking down. Resolving those issues quickly and completely builds trust with clients, and ensures language access in those pivotal situations. These interactions don't happen in a vacuum. Strong process is the underpinning that ensures proper execution in the moment. This role partners with other members of the support leadership team to define and iterate on those processes, while managing their team to execute to them. They work cross-functionally at the intersection of the technical product and customer lifecycle as advocate and builder.

The Opportunity

You'll join Boostlingo's support leadership team, alongside a peer Manager and our Technical Support Operations Lead, who drives help-desk platform and automation work. You'll manage a team of 3 to 7 technical support specialists, part of a distributed organization that works with direct employees and BPO partners to provide 24/7 coverage across a range of responsibilities including technical support, live event support, and intake (you'll learn what all that means). Intake is our team members answering a quick set of questions before the individuals requesting it are connected to an interpreter.

Day to day the team works inbound tickets in Intercom, chats during live events, calls on Zoom, and intake through our own platform. Their domain ranges from the quick, classic, support questions (I need to reset my password), to complex call investigations across various technology platforms, digging into browser and platform logs. They reproduce defects and escalate them to our engineering team, understanding the customer context to help define urgency, and partner with customer success to build client accounts and assist with integrations during onboarding.

All aspects of support at Boostlingo are client-facing by design. As a manager, you'll represent support on strategic client calls and, when valuable, on site. You'll work closely with onboarding, sales, and account management, and you'll carry the client's voice into Engineering and Product. We work in Fin/Intercom, and we're building AI and automation into our day-to-day with quality at the core. A fast response is only meaningful if it both adds value and is seen as adding value by the client.

What You'll Own (Core Responsibilities)

• Lead and grow your team. Hold regular 1:1s. Mentor each person toward their individual career goals and build technical, communication, and leadership skills across the team as the needs of the company shift. Evaluating performance by owning Quarterly Growth Alignments for every team member.
• Own Accountability. Own a set of OKRs and manage your team to their OKRs ensuring that they feed into company priorities.
• Drive Quality. Run ticket review sessions, review and co-work tickets, and record walkthroughs for teammates who work off-hours. Turn recurring issues into documented procedure, and build the checks that let the team catch problems before a client reports them. Build AI-assisted QA alongside the Technical Support Operations Lead.
• Escalation and the client relationship. Serve as a point of escalation for stakeholders inside and outside support. Join client calls and represent support on site when a client needs it.
• Go-to-market and product partnership. Work with onboarding, sales, and account management on what clients need. Triage engineering tickets and advocate for client needs and internal tooling with Product.
• Coverage and operations. Share ownership, with the support leadership team, of 24/7 support, 7-7 intake, and events coverage. Collaborate with BPO partners and report against support OKRs.
• Projects assigned as needed, and developed with you. Our most successful team members reach out and grab opportunities when they see them!

What We Are Looking For
Profile of Our Ideal Candidate

We do not have one specific background that this person needs to come from. Some may have led a support team at a B2B SaaS or communications platform company and will recognize our work right away. Some may have led an IT team in enterprise healthcare, managing a distributed group that kept integrations and clinical workflows running, and will be ready to point that experience at external clients. Some will have led implementation or technical account teams, managed people, and owned what happens when a client's go-live goes sideways. What they share: they've managed people directly, they take escalations on rather than forwarding them, and they'd rather catch a problem than field it. They understand a technical issue well enough to coach a rep through it, and they're curious enough to sketch a rough automation against an API with an AI assistant like Claude.
Process Improvement Skills We're Looking For

You'd rather catch a problem than field it. You watch for the early signals, a spike in one ticket type or a pattern in call failures, and act before a client writes in. When the same issue shows up three times, you take it to Engineering and Product with the tickets and data to back it up, and you write the procedure so the team handles it the same way every time. You can design coverage that holds across 24/7 support, intake, and events without burning out the people providing it. And you use AI and automation to take repetitive work off your team's plate, measuring quality before and after so the gain is real.
What This Role Is Not

• Not an engineer. You triage and escalate; you don't ship code fixes.
• Not an account manager. You partner on client health and identify commercial opportunity but you don't own renewals or revenue.
• Not the help-desk platform owner. Intercom administration and automation sit with the Technical Support Operations Lead.

Minimum Qualifications

• 3+ years leading a team that resolves customer or end-user technical issues (customer support, technical support, or IT service desk)
• 2+ year as a direct people manager: hiring, 1:1s, and performance conversations.
• Experience running escalations directly with client stakeholders, including senior contacts.

Preferred Qualifications

• Managing a distributed or multi-time-zone team, including teams through BPO partners
• Enterprise healthcare experience, especially supporting integrations or healthcare-specific workflows
• Running quarterly reviews and managing to strategic OKRs
• Working knowledge of Twilio, SIP, WebRTC, or similar communications technology
• Hands-on experience with APIs, SQL, or light coding, and the curiosity to draft an automation with an AI assistant
• Experience with Intercom, and with using AI in support workflows with quality as the bar

WHAT MAKES BOOSTLINGO A GREAT COMPANY?

At Boostlingo, you'll join a team that's bold enough to lead the language technology industry into an AI-first future - with the culture, values, and recognition to back it up. We offer:

• A values and mission-based ethos that drives our Finance strategy
• Fun, energetic environment with an incredible culture (just ask about our eNPS scores!)
• Hybrid/Remote working arrangements
• Robust benefits offerings, including 401(k) plan with match!
• Flexible PTO

No Agencies Please, C2C candidates will not be utilized at this time.

NO Relocation or Sponsorship are being offered for this position.