Support Manager

Join LumApps, an AI-powered Employee Hub that supports companies in their digital transformation. As a Customer Support Manager, you will lead a team of support engineers, manage day-to-day operations, and collaborate with cross-functional teams to ensure a seamless customer journey. You will also participate in our AI transition and growth, analyze customer feedback, and share market insights with internal stakeholders.

Lead and develop a team of support engineers to deliver exceptional customer service and foster a collaborative shift environment.

Responsibilities

• 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.