About this role
Shape the Future of Work with Eptura At Eptura, we're not just another tech company—we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe. Job Description We are seeking a Manager, Support to lead a team of Support professionals who deliver timely, high-quality, customer-focused technical support for Eptura customers. This role is accountable for team performance, operational execution, coaching and development, escalation management, quality outcomes, and continuous improvement across the support experience. The ideal candidate is a hands-on, data-driven people leader who understands SaaS support operations, creates clarity and accountability, and uses metrics, quality insights, and customer feedback to improve team performance. This leader balances empathy with execution, ensuring the team delivers a consistent customer experience while operating with urgency, ownership, and discipline. This role is well suited for someone who enjoys leading in a fast-paced, global environment and can build strong relationships across Support, Product, Engineering, Customer Success, Implementation, Cloud Operations, and other business partners to resolve customer-impacting issues and improve the business. Please Note: U.S. Citizenship Requirement: Applicants must be U.S. citizens and currently reside within the United States to meet federal security clearance eligibility requirements. What Success Looks Like Support cases are managed with clear ownership, strong follow-through, and consistent adherence to service-level expectations. Team members understand expectations, receive regular coaching, and show measurable improvement in quality, responsiveness, resolution discipline, and customer communication. Escalations are handled with urgency, transparency, and sound judgment, with clear root cause ownership and prevention-focused follow-up. Customer issues and recurring themes are translated into actionable insights for Product, Engineering, Customer Success, and Support leadership. The team adopts scalable practices, including knowledge-centered support, AI-enabled workflows, automation, reporting, and process discipline. Team Leadership & Development Lead, coach, and develop a team of Support professionals, ensuring each team member has clear goals, regular feedback, and a meaningful development plan. Conduct regular one-on-ones, performance check-ins, team meetings, case reviews, and coaching sessions focused on behavior-based improvement and customer outcomes. Set clear expectations for ownership, responsiveness, professionalism, quality, documentation, and customer communication. Support hiring, onboarding, training, performance management, succession planning, and ongoing development of Support team members. Build a culture rooted in accountability, curiosity, collaboration, operational discipline, customer advocacy, and continuous learning. Support Operations & Performance Management Oversee day-to-day support operations to ensure customer issues are resolved accurately, efficiently, and within expected service levels. Monitor and manage key support metrics, including ticket volume, SLA adherence, backlog, aging cases, escalation trends, response times, resolution times, CSAT, DSAT drivers, quality scores, and knowledge contribution. Use data, dashboards, case reviews, and quality insights to identify performance trends, coaching opportunities, process gaps, risk areas, and improvement actions. Ensure consistent application of support processes, workflows, documentation standards, escalation procedures, case hygiene, and knowledge management practices. Partner with Support leadership to forecast workload, assess staffing needs, manage coverage, improve queue health, and increase operational efficiency. Drive operational rigor by ensuring actions are tracked, root cause is understood, ownership is clear, and recurring issues are addressed through sustainable corrective actions rather than temporary workarounds. Escalation Management & Customer Experience Serve as an escalation point for complex, sensitive, high-priority, or business-impacting customer issues. Ensure escalations have clear ownership, accurate problem definition, action plans, customer communication, internal follow-up, and timely resolution. Partner with Customer Success, Product, Engineering, Implementation, Cloud Operations, Business Partners, and other internal teams to resolve customer-impacting issues and reduce repeat escalations. Ensure customer communications are clear, timely, empathetic, professional, and aligned with company standards. Advocate for customers by identifying recurring issues, product gaps, process friction, enablement needs, and opportunities to improve the end-to-end customer experience. Help the team balance speed, quality, empathy, technical accuracy, and business judgment in every customer interaction. Process Improvement, Knowledge & AI Enablement Identify opportunities to improve support workflows, case handling, escalation paths, internal communication, quality programs, reporting, and knowledge-centered support practices. Contribute to the development and refinement of support playbooks, knowledge base content, templates, training materials, quality rubrics, and standard operating procedures. Champion adoption of AI-enabled support tools, automation, knowledge search, case summarization, and other scalable practices that improve productivity and customer outcomes. Use case trends and customer feedback to recommend process, product, documentation, and enablement improvements. Support change management related to new tools, products, releases, integrations, support model enhancements, and operational standards. Cross-Functional Partnership & Business Acumen Build trusted, productive relationships across Product, Engineering, Customer Success, Implementation, Cloud Operations, Sales, and other business partners. Translate customer issues, support trends, risk signals, and operational data into clear business insights and recommendations. Understand the commercial impact of support performance, including customer retention, adoption, renewal risk, brand trust, and cost to serve. Balance customer advocacy with sound business judgment, ensuring decisions are practical, scalable, and aligned to company priorities. Represent Support professionally in cross-functional discussions, ensuring customer impact, urgency, and root cause are clearly understood.