Support Manager

LumApps
Louisiana
Workplace: HybridFull timeFunction: Product ManagementSkills: ["Leadership","Communication","Conflict resolution","Customer focus","Process improvement"]

Lead and develop a team of support engineers, serving as the operational anchor for your assigned time zone. You’ll manage day-to-day support operations, ensure SLAs and OKRs are met, and oversee ticket management, queue health, escalations, and critical incident resolution. Maintain and optimize support tools and knowledge bases while driving AI transition initiatives to improve first-contact resolution. Use NPS/CSAT and trend analysis to improve the customer journey with cross-functional teams.

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FursaFursa
LumApps
LumApps
3 hours ago

Support Manager

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead and develop a team of support engineers, serving as the operational anchor for your assigned time zone. You’ll manage day-to-day support operations, ensure SLAs and OKRs are met, and oversee ticket management, queue health, escalations, and critical incident resolution. Maintain and optimize support tools and knowledge bases while driving AI transition initiatives to improve first-contact resolution. Use NPS/CSAT and trend analysis to improve the customer journey with cross-functional teams.
Location: Louisiana
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management
Seniority: Manager level

Key Responsibilities

  • •Lead and develop a team of support engineers to deliver exceptional customer service and maintain a collaborative shift environment.
  • •Manage day-to-day support operations for your timezone, ensuring response/resolution SLAs and team OKRs are consistently met.
  • •Oversee ticket management, queue health, escalation processes, and critical incident resolution.
  • •Maintain and optimize support tools and knowledge bases, driving self-service options.
  • •Analyze NPS/CSAT and support trends and partner with Product, Professional Services, and Customer Experience to improve the customer journey.

Pay and Benefits

Perks:Hybrid WorkRtt DaysMeal VouchersHealth InsuranceParental Leave

Key Requirements

  • •4–5 years of experience in technical support in a SaaS environment with proven team leadership or shift management experience.
  • •Excellent interpersonal skills and clear, structured written and verbal communication in English.
  • •Strong conflict-resolution abilities.
  • •Experience managing support operations such as SLAs, ticket queues, and escalation processes.
  • •Ability to adopt and drive automation initiatives (AI, chatbots, intelligent routing) to reduce manual work and improve resolution.
Experience:SaaSTechnical support
Skills:LeadershipCommunicationConflict resolutionCustomer focusProcess improvement
Languages:English
Tech Stack:AIChatbots

Company Brief

LumApps
Provides a mobile-first employee communication and engagement platform connecting deskless and frontline workers with company news, shift management, workflows, and collaboration tools to improve internal communication and operational efficiency.
Industry: HR Tech
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: Zurich, Switzerland
Founded: 2012
Website