Customer Support Manager

About the Company

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 aims to elevate historically underrepresented communities in the municipal and state planning process.

Responsibilities

• Lead and manage day-to-day operations of the Technical Support team, including coaching and performance management
• Own support operations and KPIs, driving improvements in response times and resolution quality
• Act as the primary escalation point for complex customer issues involving integrations and data workflows
• Partner with Product and Engineering teams to prioritize issues and ensure timely resolution
• Manage and optimize support operations within Intercom, including automation and AI-powered initiatives
• Analyze support trends and operational data to identify process improvement opportunities

Requirements

• 5+ years of experience in Technical Support, Customer Support, or related SaaS environments
• Prior experience managing or leading customer support teams in a high-growth SaaS company
• Strong understanding of support operations, ticket management, and KPI ownership
• Experience troubleshooting complex technical issues involving integrations or data workflows
• Experience with support platforms such as Intercom
• Familiarity with AI-powered customer support tools and automation
• Ability to operate in a hands-on player/coach environment

Preferred Qualifications

• Experience supporting enterprise or high-touch customer environments
• GovTech or adjacent industry experience

Benefits

• Unlimited Paid Time Off
• Group Health, Dental, and Vision Plan (100% medical premiums covered or up to $800/month)
• HSA Contribution
• Pre-tax 401(k) with 50% match up to 6% of base salary
• Annual bonus plan and equity incentive program eligibility