AI-Native Support Manager

New

Skills

AI-assisted workflows AI-native support systems Cross-functional collaboration Engineering operations Metrics analysis Multi-agent orchestration SaaS support operations Team leadership Technical support Zendesk

We are seeking a Senior Manager for Application Support to define and own the vision for AI-native agentic support. This role will involve architecting multi-agent orchestration and escalation paths, building an AI-native support layer, and leading a high-performing support team.

Key Responsibilities
  • Define and own the vision for AI-native agentic support.
  • Architect multi-agent orchestration and escalation paths.
  • Build AI-native support layer: agents, knowledge bases, routes.
  • Own metrics: inflow, autonomous resolution, escalation patterns, time-to-resolution.
  • Lead and develop a high-performing support team.
  • Partner with Engineering, Product, and Success for feedback loops.
Requirements & Qualifications
  • 8+ years in technical support, engineering operations, or related function.
  • 2+ years managing people.
  • Experience scaling SaaS support operations.
  • Hands-on with AI-assisted support workflows or multi-agent systems.
  • Hands-on Zendesk experience at operational level.
  • Experience working with engineering and cross-functional processes.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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