Manager, IT​/Tech

Position Overview

The Manager, Support plays a critical leadership role in ensuring the delivery of world‑class customer support across CINC Systems’ growing and evolving customer base. As customer needs and product complexity continue to expand, this role is responsible for scaling support operations, driving strategic initiatives, and enhancing the overall customer experience. This position leads a distributed team of Support Analysts and Support Leads, with full ownership of team performance, operational excellence, and continuous improvement.

The Manager, Support partners cross‑functionally to align support strategy with broader organizational objectives and to ensure a seamless, high‑quality customer journey. A key focus of this role includes advancing the adoption of AI‑driven support capabilities and contributing to the evolution and optimization of CINC Systems’ FIN platform and related intelligent support solutions. This role operates in a fast‑paced, high‑growth environment and collaborates closely with leaders across the company.

Senior Director, Support

• Lead, develop, and scale a high‑performing team of Support Analysts and Support Leads
• Own workforce planning, staffing strategy, and capacity management to meet current and future business demands
• Foster a culture of accountability, engagement, and continuous improvement
• Drive structured career development, coaching, and performance management aligned with the Career Framework
• Build leadership bench strength through mentoring, succession planning, and leadership development initiatives
• Ensure onboarding and ongoing training programs are effective, scalable, and aligned to evolving product and customer needs

• Define and execute the Support organization’s operational strategy in alignment with company goals
• Establish, own, and continuously refine KPIs, SLAs, and performance metrics (e.g., response times, resolution times, CSAT, backlog health, escalation rates)
• Drive a metrics‑based culture, using data to inform decisions, improve performance, and increase accountability
• Analyze trends and root causes across support data to identify systemic issues and implement sustainable solutions
• Lead initiatives to optimize workflows, tooling, and processes to increase efficiency, scalability, and service quality
• Oversee escalation management frameworks to ensure timely resolution and appropriate visibility

• Champion the adoption and effective use of AI‑driven support tools, including automation, virtual agents, and intelligent knowledge systems
• Partner across applicable functional areas within CINC Systems to support the evolution, adoption, and continuous improvement of the FIN platform and AI‑enabled support capabilities
• Identify opportunities to leverage AI to improve support efficiency, reduce manual effort, and enhance customer experience
• Ensure the team is trained and enabled to effectively utilize AI tools in daily operations
• Monitor and evaluate the effectiveness of AI‑driven solutions, driving iterative improvements based on performance and feedback

• Act as a strategic partner to Account Management, Product, Development, Accounting Services, Training & Implementation, Sales, and Marketing
• Drive alignment between Support and Customer Success to deliver a cohesive customer experience
• Advocate for customer needs by influencing product direction and prioritization
• Partner with cross‑functional leaders to improve end‑to‑end customer lifecycle outcomes

• Own the strategy, governance, and evolution of internal and external knowledge base content
• Drive adoption of best practices, standardized processes, and scalable support models
• Champion continuous improvement initiatives, including automation, self‑service, and process standardization
• Ensure documentation and training materials remain accurate and aligned with product updates

• Serve as a point of escalation for complex or high‑impact customer issues
• Ensure consistent,…