Customer Support Manager

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

Requirements

• 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,

Benefits

Additional Information

Customer Support Manager About PublicInput PublicInput develops and supports Software-as-a-Service (Saas) solutions designed for government agencies and their consultant partners to facilitate and manage better communication with the public. Based in Raleigh, NC, the company was founded with a vision to access and elevate historically underrepresented communities in the municipal and state planning process, while simultaneously streamlining cumbersome administrative work that so often prevents equitable outcomes. With a shared background in planning consulting, the company's co-founders believe that technology can play a key role in making government more responsive and representative of communities' broadest needs. Our Approach Many engagement solutions only address small parts of the engagement process, offering a piecemeal approach that relies on third-party partnerships to fill in the gaps. PublicInput uses a unified approach, blending traditional and virtual engagement tactics via one integrated platform. Reliable, equitable, and simple, our easy-to-use user interface gives governments all the tools needed to facilitate successful public engagement. Our Culture PublicInput is driven by the core concept that "life is all about the people you meet and the things you create with them." Through direct experience and collaboration, PublicInput is focused and committed to creating better ways for governments to have a relationship with their community. That is why we work hard to be the experienced and empathetic innovation partner that we wish we had had at our side when doing the tough job of engaging the public. We treat community concerns and emergent issues seriously. We love to learn and strive to be helpful in sharing best practices and innovation without judgment or pretension. About The Role & You 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. This person will own support KPIs and operational performance, coach and develop team members, and partner closely with Product and Engineering to ensure customers receive timely, high-quality support. As our platform and customer base continue to mature, this role will play a key part in scaling support operations, improving workflows, and expanding the use of AI-powered support tools to create a more efficient and effective customer experience. This is a highly collaborative role that requires strong judgment, accountability, and the ability to operate calmly in high-priority or time-sensitive customer situations.

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