Customer Support Manager

ABOUT US

Hirex Hire (pronounced hire by hire) is a Chicago-based recruiting and talent consultancy that integrates with companies short-term to provide long-term talent solutions. We take a seat in our client’s everyday operations to understand their people's goals, gaps, and challenges. We then develop and implement the processes and technologies to execute a sustainable and scalable talent plan.

We partner with companies expecting or experiencing high growth who need to hire at scale or fill a critical role rapidly. Our clients are not looking for quick-fix placements but are thoughtfully building a hiring strategy to scale their businesses.

Location:

Raleigh, NC HQ (Remote)

Industry: Government Technology (SaaS)

Company Size: 50+

What They Do:
Our client offers an end-to-end operating system for public agencies to communicate, listen, and make informed decisions. As an all-in-one engagement and communications platform, their mission is to connect government agencies with the communities they serve and facilitate equitable participation and representative data.

Contact Hirex Hire for more client information

Our client is seeking a Customer Support Manager to lead and scale their Technical Support function within a fast-paced SaaS environment. This role combines team leadership, operational ownership, and hands‑on technical support, serving as the primary escalation point for complex customer issues while partnering closely with Product and Engineering to improve workflows, support operations, and overall customer experience.

• Lead the day‑to‑day operations of the Technical Support team, including coaching, prioritization, and performance management.

• Own support KPIs and drive improvements across response times, resolution quality, operational efficiency, and customer satisfaction.

• Serve as the primary escalation point for complex technical issues involving integrations, workflows, configurations, and date‑related troubleshooting.

• Partner closely with Product and Engineering teams to prioritize issues and resolve customer‑impacting problems.

• Manage and optimize support operations within Intercom or similar support platforms, including reporting, automation, and AI‑powered initiatives.

• Analyze support trends and operational data to identify process improvements and scalable support practices.

• Maintain a high standard of customer communication across chat, email, and live troubleshooting sessions.

• Help scale the support organization and customer support model to support enterprise and high‑touch customer environments.

• Operate effectively in a hands‑on player/coach environment while balancing leadership responsibilities with direct customer support involvement.

• 5+ years experience in Technical Support, Customer Support, or related SaaS support environments.

• Prior experience managing or leading customer support teams within a high‑growth SaaS environment.

• Strong understanding of support operations, ticket management workflows, and KPI ownership.

• Experience troubleshooting complex technical issues involving integrations, workflows, configurations, or data‑related scenarios.

• Proven ability to collaborate effectively with Product and Engineering teams on escalations and issue resolution.

• Hands‑on experience with Intercom or similar support and ticketing platforms.

• Familiarity with AI‑powered customer support tools and automation workflows.

• Strong analytical, organizational, and problem‑solving skills in fast‑paced environments.

• Excellent communication skills with the ability to engage technical and non‑technical stakeholders.

• Calm, customer‑focused, and solutions‑oriented approach during high‑priority situations.

• Experience supporting enterprise or high‑touch customer environments is preferred.

• Gov Tech or adjacent industry experience is a plus, but not required.