Manager, Customer Support

What you’ll do:

• Oversee the ticket management process, ensuring effective investigation, troubleshooting, and diagnosing technical issues; effectively communicating solutions to customers in a clear and concise manner.
• Balance your role as a player and coach: work alongside your team by spending time in the support queue and resolving tickets
• Lead the creation and maintenance of customer-facing help documentation, internal support guides, and training resources to enhance team efficiency and self-service capabilities
• Identify opportunities to improve the Support team's processes, aiming to drive greater efficiency and establish scalable workflows.
• Set performance expectations, monitor KPIs, and drive accountability across the team.
• Establish and maintain robust support workflows, timelines, and escalation procedures to ensure efficient handling and resolution of all customer tickets.
• Act as the escalation point for incident response management or complex issues, guiding root cause analysis and ensuring timely and effective resolutions. 
• Ensure that every interaction reflects our company values and leaves a positive impression
• Partner with Product and Engineering to surface customer feedback, identify product issues, and advocate for feature enhancements that improve the user experience.
• Leverage ticket data and customer insights to identify trends, improve processes, and inform support strategies. 
• Evaluate, deploy, and manage automation solutions and AI-based tools to enhance support workflows, reduce manual effort, and improve response quality and speed.
• Mentor and coach support team members, providing feedback and career development guidance
• Hire and onboard new team members to support our growth trajectory.

The right person for this role will have:

• 5+ years of experience in customer support
• 3+ years in a leadership or management role
• Have strong analytical and technical troubleshooting capabilities.
• Are confident leading a team in a fast-paced, rapidly evolving environment.
• Communicate clearly and empathetically—both with customers and internal stakeholders.
• Bring a structured, organized approach to your work and manage multiple priorities with ease.
• Have experience implementing or managing automation and AI tools within a support context.
• Understand how to scale support operations through tooling, process, and team development.

Bonus points if you have:

• Strong understanding of AI and automation technologies
• Have scaled an support function through a high growth environment between Series A - C stage companies
• Insurance tech experience 

Our guiding principles:

• Customers at the core. We put the customer at the center of all we do. At a basic level, we believe business success comes down to talking to customers and building something they want. We don’t listen to customers and just take what they say blindly, but we think critically about it and build what they need. Customers are the core of everything we do, and our business exists to serve them. We prioritize their needs over all else within the company.
• Move with urgency. There are times when we need to move slowly and deliberately, but we default to acting fast and with urgency. We slow down when necessary, but this should be a deliberate choice. Businesses become more lethargic as they grow, this principle is designed to fight this fact.
• Be curious. We understand the world by being curious and asking why. We aren’t satisfied with surface level understanding, and seek a deeper understanding of why things are the way they are. Don’t take someone’s word for it or the answer “because that’s how we do it.” Understand why and dig deep.
• Excellence in execution. We know that what separates good from great is a high level of execution. We commit ourselves to excellence in everything that we do, from delivering an amazing product to writing a great email.
• Act like an owner.  We’re all owners of the business and act like it. We follow through on commitments, own our results and think long-term.
• Fight for simplicity. The law of increasing functional information states that systems evolve to become more complex over time. At Quandri, we believe there is sophistication in simplicity; as such, we intentionally fight for streamlined solutions and are committed to the uncomplicated.

Compensation and benefits

• Compensation range: $80K - $100K
• Employee stock options based on experience level
• Comprehensive health benefits, including Lifestyle Spending Account
• Four weeks of paid vacation per year