Manager, Support

Shape the Future of Work with Eptura At Eptura, we're not just another tech company—we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe. Job Description We are seeking a Manager, Support to lead a team of Support professionals who deliver timely, high-quality, customer-focused technical support for Eptura customers. This role is accountable for team performance, operational execution, coaching and development, escalation management, quality outcomes, and continuous improvement across the support experience. The ideal candidate is a hands-on, data-driven people leader who understands SaaS support operations, creates clarity and accountability, and uses metrics, quality insights, and customer feedback to improve team performance. This leader balances empathy with execution, ensuring the team delivers a consistent customer experience while operating with urgency, ownership, and discipline. This role is well suited for someone who enjoys leading in a fast-paced, global environment and can build strong relationships across Support, Product, Engineering, Customer Success, Implementation, Cloud Operations, and other business partners to resolve customer-impacting issues and improve the business. Please Note: U.S. Citizenship Requirement: Applicants must be U.S. citizens and currently reside within the United States to meet federal security clearance eligibility requirements. What Success Looks Like Support cases are managed with clear ownership, strong follow-through, and consistent adherence to service-level expectations. Team members understand expectations, receive regular coaching, and show measurable improvement in quality, responsiveness, resolution discipline, and customer communication. Escalations are handled with urgency, transparency, and sound judgment, with clear root cause ownership and prevention-focused follow-up. Customer issues and recurring themes are translated into actionable insights for Product, Engineering, Customer Success, and Support leadership. The team adopts scalable practices, including knowledge-centered support, AI-enabled workflows, automation, reporting, and process discipline. Responsibilities Team Leadership & Development Lead, coach, and develop a team of Support professionals, ensuring each team member has clear goals, regular feedback, and a meaningful development plan. Conduct regular one-on-ones, performance check-ins, team meetings, case reviews, and coaching sessions focused on behavior-based improvement and customer outcomes. Set clear expectations for ownership, responsiveness, professionalism, quality, documentation, and customer communication. Support hiring, onboarding, training, performance management, succession planning, and ongoing development of Support team members. Build a culture rooted in accountability, curiosity, collaboration, operational discipline, customer advocacy, and continuous learning. Support Operations & Performance Management Oversee day-to-day support operations to ensure customer issues are resolved accurately, efficiently, and within expected service levels. Monitor and manage key support metrics, including 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 performance trends, coaching opportunities, process gaps, risk areas, and improvement actions. Ensure consistent application of support processes, workflows, documentation standards, escalation procedures, case hygiene, and knowledge management practices. Partner with Support leadership to forecast workload, assess staffing needs, manage coverage, improve queue health, and increase operational efficiency. Drive operational rigor by ensuring actions are tracked, root cause is understood, ownership is clear, and recurring issues are addressed through sustainable corrective actions rather than temporary workarounds. Escalation Management & Customer Experience Serve as an escalation point for complex, sensitive, high-priority, or business-impacting customer issues. Ensure escalations have clear ownership, accurate problem definition, action plans, customer communication, internal follow-up, and timely resolution. Partner with Customer Success, Product, Engineering, Implementation, Cloud Operations, Business Partners, and other internal teams to resolve customer-impacting issues and reduce repeat escalations. Ensure customer communications are clear, timely, empathetic, professional, and aligned with company standards. Advocate for customers by identifying recurring issues, product gaps, process friction, enablement needs, and opportunities to improve the end-to-end customer experience. Help the team balance speed, quality, empathy, technical accuracy, and business judgment in every customer interaction. Process Improvement, Knowledge & AI Enablement Identify opportunities to improve support workflows, case handling, escalation paths, internal communication, quality programs, reporting, and knowledge-centered support practices. Contribute to the development and refinement of support playbooks, knowledge base content, templates, training materials, quality rubrics, and standard operating procedures. Champion adoption of AI-enabled support tools, automation, knowledge search, case summarization, and other scalable practices that improve productivity and customer outcomes. Use case trends and customer feedback to recommend process, product, documentation, and enablement improvements. Support change management related to new tools, products, releases, integrations, support model enhancements, and operational standards. Cross-Functional Partnership & Business Acumen Build trusted, productive relationships across Product, Engineering, Customer Success, Implementation, Cloud Operations, Sales, and other business partners. Translate customer issues, support trends, risk signals, and operational data into clear business insights and recommendations. Understand the commercial impact of support performance, including customer retention, adoption, renewal risk, brand trust, and cost to serve. Balance customer advocacy with sound business judgment, ensuring decisions are practical, scalable, and aligned to company priorities. Represent Support professionally in cross-functional discussions, ensuring customer impact, urgency, and root cause are clearly understood. About You Required Qualifications 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. U.S. Citizenship Requirement: 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, including the ability to communicate clearly with customers, team members, and cross-functional stakeholders. Comfortable working with support systems such as Salesforce Service Cloud, Jira, Gainsight, Intercom, Freshdesk, workforce management tools, knowledge platforms, AI-enabled support tools, or similar systems. Preferred Qualifications Experience supporting B2B SaaS or enterprise software customers. Experience leading distributed, remote, global, or multi-region teams. Familiarity with workplace technology, facilities management, asset management, visitor management, enterprise SaaS, or related industries. Experience improving support processes, knowledge management practices, quality programs, operational reporting, automation, or AI-enabled support workflows. Experience partnering closely with Product, Engineering, Customer Success, Implementation, Cloud Operations, or Business Partner teams. Demonstrated ability to lead through change, support teams during transformation, and maintain performance through periods of growth or process change. Experience using customer insights, support data, and business context to influence decisions and improve scalable customer outcomes. 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 Eptura Information Follow us on Twitter | LinkedIn | Facebook | YouTube Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world. #LI-SM1