Customer Support Manager

Support Manager

We're seeking an entrepreneurial Support Manager to build and lead our customer support function from the ground up. This is a unique opportunity to shape the support experience for our rapidly growing user base while establishing scalable systems and processes that will serve as the foundation for years to come.

As our first dedicated support hire, you'll wear multiple hats – architecting support infrastructure, managing day-to-day customer interactions, and driving automation initiatives to maximize efficiency. This role is perfect for someone who thrives in ambiguity, loves building something from scratch, and wants to be as close as possible to our customers.

Key Responsibilities:

1. Deliver exceptional customer support
• Serve as the primary point of contact for customer inquiries, handling complex technical and product issues
• Maintain high standards for response time and resolution quality
• Transform customer feedback into actionable insights for product and engineering teams
• Act as the voice of the customer internally, advocating for user needs and pain points
2. Build & Scale Support Operations
• Optimize our support tech stack for ticketing, knowledge management, and customer communication
• Create comprehensive support documentation, including internal playbooks, customer-facing help centers, and FAQ resources
• Establish KPIs and reporting frameworks to measure support effectiveness and customer satisfaction
• Develop workflows and processes that can scale from hundreds to thousands of users
3. Drive Automation & Efficiency
• Analyze support ticket patterns to identify automation opportunities
• Implement chatbots, auto-responses, and self-service solutions for common queries
• Build and maintain a robust knowledge base that empowers users to find answers independently
• Continuously optimize response templates and macros to improve resolution times
4. Cross-functional Collaboration
• Partner with Product, Engineering, and Sales teams to ensure seamless customer experiences
• Create feedback loops between support insights and product development
• Coordinate with Marketing on customer communications and education initiatives
• Train other team members on support best practices as the company scales

Essential Qualifications:

• 3+ years of experience in customer support, with at least 1 year in a leadership or system-building capacity
• Proven track record of implementing support tools and automation solutions
• Excellence in written and verbal communication, with the ability to explain complex technical concepts simply
• Strong analytical skills with experience using data to drive decision-making
• Experience with support platforms (Intercom) and modern automation tools

Ideal Candidate Profile:

• Builder mentality with the ability to create structure from ambiguity
• Customer-obsessed mindset with genuine empathy for user challenges
• Technical aptitude to understand our product deeply and troubleshoot effectively
• Project management skills to juggle multiple initiatives while maintaining daily operations
• Comfortable with rapid change and able to adapt quickly as priorities shift

At Siro, we are committed to creating a diverse and inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We provide equal employment opportunities to all applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.