Customer Support ManagerRaleigh, North Carolina,

Customer Support Manager

Public Input develops and supports Software-as-a-Service (SaaS) solutions for government agencies and their consultant partners to facilitate better communication with the public. Based in Raleigh, NC, the company was founded with a vision to access and elevate historically underrepresented communities in the municipal and state planning process while streamlining cumbersome administrative work that often prevents equitable outcomes. With co-founders experienced in planning consulting, Public Input believes technology can make government more responsive and representative of communities’ broadest needs.

Public Input is seeking a Customer Support Manager to lead and evolve our Technical Support function. This role is responsible for managing a small but highly impactful support team while remaining hands‑on in complex customer support scenarios. The ideal candidate brings experience leading support operations in a fast‑paced SaaS environment and has a strong technical aptitude. This person will own support KPIs and operational performance, coach and develop team members, and partner closely with Product and Engineering to ensure customers receive timely, high‑quality support.

As the platform and customer base mature, this role will play a key part in scaling support operations, improving workflows, and expanding the use of AI‑powered support tools to create a more efficient and effective customer experience. This is a highly collaborative role that requires strong judgment, accountability, and the ability to operate calmly in high‑priority or time‑sensitive customer situations.

• Lead and manage the day‑to‑day operations of the Technical Support team, including coaching, prioritization, and performance management
• Own support operations and KPIs, driving improvements across response times, resolution quality, operational efficiency, and customer experience
• Act as the primary escalation point for complex customer issues involving integrations, data workflows, and advanced platform troubleshooting
• Partner closely with Product and Engineering teams to prioritize issues, improve workflows, and ensure timely resolution of customer‑impacting problems
• Manage and optimize support operations within Intercom, including reporting, workflows, automation, and AI‑powered support initiatives
• Analyze support trends and operational data to identify opportunities for process improvements, documentation enhancements, and scalable customer support practices
• Maintain a high standard of customer communication across chat, email, and occasional live troubleshooting sessions
• Help scale the support organization and customer support model to meet the evolving needs of enterprise and high‑stakes customer environments

• 5+ years of experience in Technical Support, Customer Support, or related SaaS support environments
• Prior experience managing or leading customer support teams in a high‑growth SaaS company
• Strong understanding of support operations, ticket management workflows, and KPI ownership
• Experience troubleshooting moderately to highly complex technical issues involving integrations, configuration, workflows, or data‑related scenarios
• Demonstrated ability to partner effectively with Engineering and Product teams on escalations and issue resolution
• Experience working within support platforms such as Intercom or similar ticketing systems
• Familiarity with AI‑powered customer support tools and automation workflows
• Ability to analyze support metrics and operational trends to drive process improvements
• Experience supporting enterprise or high‑touch customer environments is preferred
• Gov Tech or adjacent industry experience is a plus, but not required

• Strong ownership mentality with the ability to independently drive issues toward resolution
• Calm, thoughtful, and customer‑focused in high‑pressure or time‑sensitive situations
• Excellent communicator who can effectively engage both technical and non‑technical audiences
• Highly organized with strong operational and prioritization skills
• Curious and proactive problem…