Senior Manager Customer Support

Awarded Best Managed Company of Switzerland in 2024 and 2025 by Deloitte
, Revizto, a company based in Switzerland, launched a coordination software for the Architecture, Engineering, Construction, and Operations (AECO) industry in 2012 and quickly became the fastest-growing integrated collaboration platform. Utilizing video game technology and cloud solutions, Revizto provides a collaboration platform for 3D and 2D workflow streams that allows users to work and communicate with all project stakeholders in a single, unified environment.

The platform is used worldwide for real-time coordination, automated clash detection, and issue tracking throughout the lifecycle of a construction, infrastructure, or manufacturing project. As a result, thousands of companies around the world use Revizto to make better decisions and minimize rework.

We are looking for a hands‑on senior Customer Support Sr. Manager to lead and develop our technical support team, improve our support operations, and build the foundations of a best‑in‑class SaaS support function.

This is a senior operational role in a scaling B2B SaaS environment. You will lead a distributed team of Support Specialists and take ownership of the systems, processes, metrics, and cross‑functional routines that ensure our customers receive timely, clear, and high‑quality technical support.

The role requires someone who is both operationally strong and technically credible. You do not need to be an engineer, but you must be comfortable working with a technically complex SaaS product, understanding support tickets involving logs, bug reports, integrations, cloud infrastructure, enterprise IT environments such as SSO, VPN and network configurations, and multi‑platform issues across desktop, web, mobile, and viewer.

You will partner closely with Product, Engineering, Customer Success, Sales, Technical Writing, and Academy teams to ensure customer issues are resolved effectively and recurring support patterns are turned into product, process, and self‑service improvements.

This is an opportunity to help shape the next stage of Revizto’s Customer Support function by building the structure, visibility, and operating rhythm needed to support continued growth.

• Lead, coach, and develop a distributed team of Customer Support Specialists, setting clear expectations around responsiveness, ownership, escalation judgment, communication quality, and customer focus.
• Build strong team routines, including backlog reviews, ticket quality reviews, escalation reviews, coaching, and knowledge‑sharing.
• Gradually evolve the team structure as the function matures, including potential specialization by product area, platform, customer segment, geography/time zone, or support tier.
• Foster a culture of accountability, technical curiosity, continuous improvement, and scalable problem‑solving.

• Own and improve the Support operating model, including ticket intake, prioritization, routing, escalation, follow‑up, closure, and documentation.
• Strengthen Zendesk discipline and ensure support workflows are clear, repeatable, and scalable.
• Define and implement practical SLAs, first response expectations, backlog management routines, quality standards, and support dashboards.
• Build visibility into key metrics such as CSAT by account or segment, first response time, SLA compliance, backlog age, resolution time, escalation volume, recurring ticket drivers, and bug‑related ticket trends.
• Partner with Sales, Customer Success, and leadership to clarify support tiers, premium support expectations, account prioritization, and the operational impact of customer segmentation.

• Improve the escalation process between Support, Product, and Engineering, ensuring complex issues are triaged consistently and escalated with the right context, urgency, logs, reproduction steps, and business impact.
• Help the team distinguish between configuration issues, user workflow issues, infrastructure issues, and genuine product defects.
• Partner with Product and Engineering…