Global Support Manager

About AutoDS:

At AutoDS, we’re on a mission to revolutionize the eCommerce automation experience for dropshippers around the world. Trusted by over 70,000 entrepreneurs, we empower businesses to build, scale, and manage their online stores effortlessly - while delivering exceptional customer experiences at every touchpoint.

Our Customer Experience organization is at the heart of this mission. Operating across multiple regions and time zones, our global teams deliver high-velocity, 24/7 support in a fast-paced eCommerce environment. We’re transforming the way customer support works — combining human empathy with cutting-edge AI to provide faster, smarter, and more proactive experiences at scale.

We’re growing rapidly and looking for an experienced Global Support Manager to join our leadership team and shape the future of customer support at scale.

About the Role:

The Global Support Manager will lead a large, multi-layered support organization spanning several regions and time zones. This role includes managing multiple Support Managers overseeing specialized areas such as Technical, Billing, Orders, and Special Projects - ensuring consistent excellence and alignment across a complex, global operation.

This role is both strategic and operational - responsible for evolving AutoDS’s Support operation from reactive ticket handling to proactive and predictive experience delivery, powered by data, process excellence, and AI.

You’ll play a central role in building the future of support at AutoDS - defining structure, service tiers, and leveraging Intercom and automation to deliver world-class service experiences.

Key Responsibilities:

Strategic Leadership:

• Define and execute a global support strategy aligned with AutoDS’s CX vision and business goals.
• Build service frameworks (Standard, VIP, Premium) with clear SLAs, expectations, and differentiated experiences.
• Drive the transition from reactive to proactive and predictive service delivery.
• Build strong collaboration with Product, Operations, Data, CS Operations, Documentation, Learning, and Support QA teams to reduce friction, improve efficiency, strengthen insights, and elevate the overall customer journey.
• Enhance live chat experiences across all teams, ensuring faster, more seamless, and personalized support interactions.

Operational Excellence:

• Define and manage key Support KPIs - CSAT, FCR, AHT, CES, QA, deflection, and agent productivity.
• Lead process optimization across ticketing, escalation, and automation workflows.
• Oversee the implementation, governance, and performance of Intercom as the core support platform.
• Build structured reporting and dashboards that support data-driven decision-making.
• Collaborate with the AI and Documentation teams to enhance self-service and improve AI response accuracy.
• Act as the Voice of the Customer, representing insights to Product and Operations for continuous improvement.

People Leadership & Development:

• Lead, mentor, and inspire a global management team and their respective support groups.
• Foster a culture of ownership, growth, accountability, and continuous improvement.
• Develop structured career paths and performance frameworks for team leads and agents.
• Encourage cross-team collaboration across diverse regions (Philippines, Greece, Brazil, Israel, UK, Venezuela, Portugal, and more).
• Balance empathy and high performance - building an environment of trust, transparency, and excellence.

Requirements:

• 10+ years of experience in Customer Support, with 3–5 years in a senior global management role (50+ people).
• Proven experience in B2C SaaS, eCommerce - a big advantage.
• Demonstrated success in creating a tiered support structure and integrating AI and automation into support operations.
• Hands-on experience with Intercom (or similar platforms such as Zendesk, Freshdesk, Salesforce Service Cloud).
• Deep understanding of support KPIs, analytics, and dashboards; capable of using data to drive strategic decisions.
• Excellent leadership, communication, and cross-cultural management skills.
• Strategic thinker who can balance vision with operational execution.
• Bachelor’s degree in Business, Operations, or a related field.

What Success Looks Like:

• CSAT consistently above 85%, with measurable improvements in FCR and agent efficiency.
• Tiered service models (VIP, Premium, Standard) successfully implemented and adopted.
• AI and automation reduce manual effort while improving customer satisfaction.
• Global teams operate with clarity, consistency, and collaboration.
• The Support function evolves into a strategic driver of customer loyalty and retention.

Why Join AutoDS:

You’ll join a forward-thinking CX leadership team driving one of the largest transformations in eCommerce support.

At AutoDS, you’ll have the freedom to innovate, the data to lead with confidence, and the opportunity to build a world-class, AI-enhanced global support organization — where technology and empathy work hand in hand.