Introduction

Job Title:
Customer Support Manager

Overview:
We are seeking an experienced Customer Support Manager to support and help deliver the transformation of our Customer Support function into a modern Customer Experience (CX)-led organisation across EMEA and North America.
This role will be hands-on, people-focused, and customer-facing, working closely with senior leadership to improve service quality, customer satisfaction, and operational efficiency. The role will play a key part in driving adoption of AI and automation within Customer Operations and improving day-to-day execution across incidents, backlog, and customer engagement.

Job Description

Responsibilities:

• Lead and develop a team of Customer Operations and Support professionals, ensuring high performance, accountability, and customer focus.
• Act as a primary escalation point for customer issues, leading incident calls and supporting recovery discussions with customers.
• Own day-to-day backlog management, workload balancing, and MTTR improvement across assigned regions.
• Drive practical adoption of AI and automation, including:
  
  • Jira Service Management AI and Agentic Agents
  • Rovo for knowledge discovery and ticket resolution
  • Workflow automation to reduce manual effort
• Track and report on operational and AI adoption metrics, escalating risks and opportunities to senior leadership.
• Participate in service reviews and operational governance calls with customers.
• Work closely with Product, Engineering, and Professional Services to improve service readiness and handover quality.
• Contribute to continuous improvement initiatives and standardisation across regions.
• Support the evolution from Customer Support to Customer Experience, helping improve CSAT and customer effort through better processes, tooling, and communication.

Required Skills & Qualifications:

• Experience in application or product support in an enterprise software environment.
• Experience managing teams of 10-20 people.
• ITIL accreditation and a strong understanding of incident management, backlog control, and SLA-based delivery.
• Experience using Jira Service Management or similar service tools.
• Strong track record managing tier-1 customers.
• Experience supporting or implementing AI-enabled service tools.
• Experience improving CX metrics such as CSAT or Customer Effort.
• Experience working with distributed or global teams.

Diversity & Inclusion Statement:
We are committed to building a diverse and inclusive team and encourage candidates from all backgrounds to apply.

About Us

SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500+ Enterprise customers globally and has grown to 3,000 talented leaders, data scientists, and other professionals across over 30 countries.

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