Customer Support Manager Americas - US Remote

Role overview Lead and develop a regional customer support team while managing the systems and automation that help customers get answers efficiently. The role combines hands-on support operations with people leadership: you’ll improve AI-assisted self-service, handle complex escalations, and bring customer insights to product and commercial partners. This is a remote role for candidates with the legal right to work in the United States; applications are not accepted from residents of Alaska, California, Colorado, New York, or Washington.

Responsibilities - Coach and manage support agents through regular one-to-ones, performance discussions, and development plans; hire and onboard as the team grows. - Administer and improve support workflows, routing, automation, and AI agent performance in the designated support platform. - Act as an escalation point for complex technical or account concerns and support customer communications during incidents. - Track service measures such as satisfaction, response and resolution times, service targets, and quality scores; use findings to guide coaching and operational improvements. - Analyze ticket, search, and usage patterns to improve self-service content and identify product issues. - Coordinate with product, engineering, sales, account management, and payment operations on launches, customer feedback, and handoffs.

Requirements - Professional fluency in English and Spanish. - 3–4 years managing and developing a customer-facing support team, including performance reviews and improvement plans. - 1–3 years of hands-on administration of the specified support platform, including workflow and routing configuration. - Experience deploying or improving AI support agents and measuring deflection, resolution, and self-service outcomes. - Familiarity with support KPIs and using performance data to shape coaching and improvement plans. - Strong project coordination, written and verbal communication, and comfort working independently across changing priorities.

Nice to have - Experience in SaaS, fintech, payments, or travel technology. - Additional language skills.

Benefits and work setup - Remote work with employer-covered medical, dental, and vision plan options, plus an employer-sponsored retirement plan with a 2% match. - Unlimited paid time off, paid family leave, three paid volunteer days, and a two-week cross-functional onboarding program. - Annual opportunity to spend 2–4 weeks at the organization’s Amsterdam office; temporary work from another approved location is limited to four weeks per calendar year. - Work equipment support and access to discounted travel bookings.