Support Manager (Junior to Senior)

Role overview Help customers resolve product and training issues by combining responsive support with careful technical investigation. The role covers customer conversations, incident triage, and improvements that make recurring problems easier to solve; for a suitably experienced candidate, it can include management responsibilities.

Responsibilities - Manage support requests about product use and technical issues in a ticketing system. - Meet with customers remotely or in person to work through complex problems. - Investigate calling and audio issues, including devices, networks, and firewalls; reproduce bugs and document actionable findings for engineers. - Route urgent issues to the right people and turn repeated questions into help content, product feedback, or fixes. - Build support automations and participate in a rotating, around-the-clock weekday coverage schedule. - Develop communication and technical skills through ongoing professional learning.

Requirements - At least two years of customer support experience. - Clear communication and the ability to work directly with customers through difficult issues. - Willingness to travel.

Nice to have - Legal industry experience. - Experience or interest suited to a more senior role with team management responsibilities.

Benefits and work setup - Full-time, with in-person work in Christchurch or remote work from North America. - Published compensation range of NZD 100,000–220,000+, plus stock options; the listing also describes automatic pay reviews every six months and transparent pay practices. - Annual wellbeing allowance, wellbeing leave, four weeks of paid annual leave, and six months of fully paid parental leave. - Professional development funding and paid international travel for conferences and team events.