Support Manager

About CommBox

CommBox is a leading Unified Digital & AI Communication platform transforming customer engagement for over 350 clients worldwide. Our mission is to redefine customer communication, making it effortless, intuitive, and incredibly effective.

We provide brands with state-of-the-art tools to automate customer interactions seamlessly across digital channels and messaging apps like SMS, WhatsApp, Messenger, and Google. Our advanced AI technology manages millions of customer transactions daily, streamlining the journey and enhancing efficiency.

Role Overview

As Head of Support, you will lead and scale our technical support organization, ensuring seamless customer experiences, high satisfaction, and efficient resolution of customer issues. You will be responsible for defining and executing support strategies, managing a team of support engineers , implementing modern tools (including AI-based solutions), and driving continuous improvement in processes, performance, and product feedback loops.

Key Responsibilities

• Lead, mentor, and scale a high-performing technical support team.
• Build and manage international support operations, ensuring 24/7 coverage where required.
• Foster a customer-centric culture with a focus on responsiveness, empathy, professionalism, and problem-solving.
• Define and refine support processes, KPIs, SLAs, and escalations to improve operational efficiency and service quality.
• Implement and optimize the use of AI tools, automation platforms, ticketing systems, and knowledge bases.
• Act as a hands-on leader, assisting in high-impact escalations and serving as a technical escalation point when needed.
• Collaborate with Product, R&D, Customer Success, and Sales teams to close the loop on customer feedback and drive product improvements.
• Lead onboarding, training, and development programs for the support team to maintain deep technical knowledge and high service standards.
• Deliver regular reports on support performance, customer satisfaction, and strategic initiatives to executive leadership.
  
  

• 7+ years of experience in customer/technical support, with at least 3 years in a leadership role managing global teams in a tech or SaaS environment.
• Proven track record of driving operational excellence, improving support metrics, and scaling support organizations internationally.
• Exceptional verbal and written communication skills in English; proficiency in an additional language is a strong advantage.
• Strong technical acumen—comfortable understanding APIs, SaaS architecture, integrations, and modern IT environments.
• Experience with AI-powered support solutions (chatbots, auto-classification, intelligent routing, etc.).
• Passion for team development, coaching, and hands-on involvement in day-to-day operations.
• Strong analytical skills and a process-driven mindset with experience using data to make decisions and drive improvements.
  
  

• Experience working in a high-growth startup or scale-up environment.
• Background in customer experience a plus
• Technical degree (Computer Science, Engineering) or equivalent experience.
  
  

• Shape the future of customer communication at a fast-growing, AI-powered SaaS company.
• Be part of a global, collaborative, and customer-obsessed team.
• Opportunity to drive innovation and build from the ground up.