Customer Support Manager

About the role

PublicInput is seeking a Customer Support Manager to lead and evolve our Technical Support function. This role is responsible for managing a small but highly impactful support team while remaining hands-on in complex customer support scenarios. The ideal candidate brings experience leading support operations in a fast-paced SaaS environment and has a strong technical aptitude.

Responsibilities

• Lead and manage the day-to-day operations of the Technical Support team, including coaching, prioritization, and performance management
• Own support operations and KPIs, driving improvements across response times, resolution quality, operational efficiency, and customer experience
• Act as the primary escalation point for complex customer issues involving integrations, data workflows, and advanced platform troubleshooting
• Partner closely with Product and Engineering teams to prioritize issues, improve workflows, and ensure timely resolution of customer-impacting problems
• Manage and optimize support operations within Intercom, including reporting, workflows, automation, and AI-powered support initiatives
• Analyze support trends and operational data to identify opportunities for process improvements, documentation enhancements, and scalable customer support practices
• Maintain a high standard of customer communication across chat, email, and occasional live troubleshooting sessions
• Help scale the support organization and customer support model to meet the evolving needs of enterprise and high-stakes customer environments

Qualifications

• Professional Qualifications:
  • 5+ years of experience in Technical Support, Customer Support, or related SaaS support environments
  • Prior experience managing or leading customer support teams in a high-growth SaaS company
  • Strong understanding of support operations, ticket management workflows, and KPI ownership
  • Experience troubleshooting moderately to highly complex technical issues involving integrations, configuration, workflows, or data-related scenarios
  • Demonstrated ability to partner effectively with Engineering and Product teams on escalations and issue resolution
  • Experience working within support platforms such as Intercom or similar ticketing systems
  • Familiarity with AI-powered customer support tools and automation workflows
  • Ability to analyze support metrics and operational trends to drive process improvements
  • Experience supporting enterprise or high-touch customer environments is preferred
  • GovTech or adjacent industry experience is a plus, but not required
• Personal Qualifications:
  • Strong ownership mentality with the ability to independently drive issues toward resolution
  • Calm, thoughtful, and customer-focused in high-pressure or time-sensitive situations
  • Excellent communicator who can effectively engage both technical and non-technical audiences
  • Highly organized with strong operational and prioritization skills
  • Curious and proactive problem solver who challenges the status quo and seeks continuous improvement
  • Team-oriented leader who values accountability, relationships, and collaboration
  • Strong technical aptitude with the ability to quickly understand complex workflows and systems

Additional Requirements

• Comfortable operating in a hands-on player/coach environment
• Ability to support live customer needs and occasional high-priority troubleshooting scenarios
• Operating hours for live support are Monday–Friday, 6 AM – 5 PM PT / 9 AM – 8 PM ET, excluding most federal holidays
• Comfortable working within a fast-paced, evolving SaaS environment

Compensation

This role pays a market-competitive base salary and is eligible to participate in the company’s annual bonus plan. You may also be eligible for our equity incentive program that awards high-performing employees on an annual basis. These option grants are awarded at the CEO’s discretion to acknowledge employees who have made significant contributions to achieving our goals.

Benefits

• Unlimited Paid Time Off: You know yourself best, so we trust you to take the time you need to maintain a rewarding work/life balance.
• Group Health, Dental, and Vision Plan: PublicInput offers a company-subsidized healthcare plan that covers 100% of your medical premiums or up to $800 per month for you and your dependents. We also have options to add Dental, Vision, Life, and other benefit coverages for the employee and their family.
• HSA Contribution: PublicInput will contribute annually (spread over each month) to an employee’s Health Savings Account (HSA).
• Pre-tax 401 (k): The company provides access to make pre-tax contributions to a 401 (k) plan, and will match 50 cents on the dollar up to 6% of an employee’s base salary

Legal Bits

All company offers are contingent upon the completion of a criminal background check. Your employment is at-will, and either you or we may terminate your employment at any time, with or without notice.

Diversity, Equity, and Inclusion

PublicInput celebrates all people and is committed to working actively towards equity and accessibility for everyone. We believe society is strongest when everyone is listened to, respected, valued, and able to contribute to the decision-making process, regardless of race, sex, ethnicity, national origin, religious faith, disability status, sexual orientation, or gender identity. We seek talented individuals whose skills and experiences can help us transform the way government and communities work together. We are committed to a nondiscriminatory approach and provide equal opportunity for employment and advancement in all areas of our company.