Manager, Customer Support

Boostlingo

. Manage a team of 3 to 7 technical support specialists .

Posted 11/2/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing technical support teams, focusing on skills development, performance management, and quality assurance. Proficient in utilizing AI and automation to enhance support workflows and improve operational efficiency.

Highest-signal resume keywords

Team LeadershipTechnical Support ManagementEscalation ManagementQuality AssuranceAI and Automation Implementation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Issue ResolutionDocumentation ProceduresData AnalysisAPI KnowledgeSQLLight Coding

Soft Skills

MentoringCollaborationCommunication

Tools & Technologies

IntercomTwilioSIPWebRTC

Industry Keywords

Healthcare WorkflowsBPO Management24/7 Support CoverageOKRs

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Manage a team of 3 to 7 technical support specialists
Lead and grow the team through regular 1:1s, mentoring, skills development, and Quarterly Growth Alignments
Own team OKRs and align them with company priorities
Run ticket reviews, co-work tickets, record walkthroughs, and drive quality assurance
Turn recurring issues into documented procedures and preventative checks
Build AI-assisted QA with the Technical Support Operations Lead
Serve as an escalation point for internal and external stakeholders
Join strategic client calls and represent Support on site when needed
Partner with onboarding, sales, account management, Engineering, and Product
Triage engineering tickets and advocate for client needs and internal tooling
Share ownership of 24/7 support, 7-7 intake, and event coverage
Collaborate with BPO partners and report against support OKRs
Undertake assigned projects and identify additional opportunities
Support inbound tickets in Intercom, live-event chats, Zoom calls, intake, defect reproduction, log investigation, and client integrations

Requirements

What you’ll need

3+ years leading a team that resolves customer or end-user technical issues
2+ years as a direct people manager, including hiring, 1:1s, and performance conversations
Experience running escalations directly with client stakeholders, including senior contacts
Experience managing people directly and taking ownership of escalations
Technical understanding sufficient to coach support representatives
Ability to identify recurring issues, use tickets and data, and create documented procedures
Ability to design coverage across 24/7 support, intake, and events
Ability to use AI and automation to reduce repetitive work and measure quality
Preferred: experience managing distributed or multi-time-zone teams, including BPO partners
Preferred: enterprise healthcare experience, especially integrations or healthcare workflows
Preferred: quarterly reviews and strategic OKRs
Preferred: working knowledge of Twilio, SIP, WebRTC, or similar communications technology
Preferred: hands-on experience with APIs, SQL, or light coding
Preferred: experience with Intercom and AI in support workflows
No relocation or sponsorship offered
C2C candidates will not be utilized

Benefits

Comp & perks

Hybrid/Remote working arrangements
Robust benefits offerings, including 401(k) plan with match
Flexible PTO
Values and mission-based ethos
Fun, energetic environment with an incredible culture
24/7 support coverage structure
AI and automation integrated into day-to-day work