Manager, Support

Manager, Support

Reports To: Senior Director, Support

Position Overview

The Manager, Support plays a critical leadership role in ensuring the delivery of world-class customer support across CINC Systems' growing and evolving customer base. As customer needs and product complexity continue to expand, this role is responsible for scaling support operations, driving strategic initiatives, and enhancing the overall customer experience.

This position leads a distributed team of Support Analysts and Support Leads, with full ownership of team performance, operational excellence, and continuous improvement. The Manager, Support partners cross-functionally to align support strategy with broader organizational objectives and to ensure a seamless, high-quality customer journey.

A key focus of this role includes advancing the adoption of AI-driven support capabilities and contributing to the evolution and optimization of CINC Systems' FIN platform and related intelligent support solutions.

This role operates in a fast-paced, high-growth environment and collaborates closely with leaders across the company.

Key Responsibilities

Team Leadership, Staffing & Development

• Lead, develop, and scale a high-performing team of Support Analysts and Support Leads
• Own workforce planning, staffing strategy, and capacity management to meet current and future business demands
• Foster a culture of accountability, engagement, and continuous improvement
• Drive structured career development, coaching, and performance management aligned with the Career Framework
• Build leadership bench strength through mentoring, succession planning, and leadership development initiatives
• Ensure onboarding and ongoing training programs are effective, scalable, and aligned to evolving product and customer needs

Operational Excellence & Metrics Management

• Define and execute the Support organization's operational strategy in alignment with company goals
• Establish, own, and continuously refine KPIs, SLAs, and performance metrics (e.g., response times, resolution times, CSAT, backlog health, escalation rates)
• Drive a metrics-based culture, using data to inform decisions, improve performance, and increase accountability
• Analyze trends and root causes across support data to identify systemic issues and implement sustainable solutions
• Lead initiatives to optimize workflows, tooling, and processes to increase efficiency, scalability, and service quality
• Oversee escalation management frameworks to ensure timely resolution and appropriate visibility

AI Enablement & Innovation

• Champion the adoption and effective use of AI-driven support tools, including automation, virtual agents, and intelligent knowledge systems
• Partner across applicable functional areas within CINC Systems to support the evolution, adoption, and continuous improvement of the FIN platform and AI-enabled support capabilities
• Identify opportunities to leverage AI to improve support efficiency, reduce manual effort, and enhance customer experience
• Ensure the team is trained and enabled to effectively utilize AI tools in daily operations
• Monitor and evaluate the effectiveness of AI-driven solutions, driving iterative improvements based on performance and feedback

Cross-Functional Collaboration

• Act as a strategic partner to Account Management, Product, Development, Accounting Services, Training & Implementation, Sales, and Marketing
• Drive alignment between Support and Customer Success to deliver a cohesive customer experience
• Advocate for customer needs by influencing product direction and prioritization
• Partner with cross-functional leaders to improve end-to-end customer lifecycle outcomes

Knowledge Management & Continuous Improvement

• Own the strategy, governance, and evolution of internal and external knowledge base content
• Drive adoption of best practices, standardized processes, and scalable support models
• Champion continuous improvement initiatives, including automation, self-service, and process standardization
• Ensure documentation and training materials remain accurate and aligned with product updates

Customer Experience & Escalation Leadership

• Serve as a point of escalation for complex or high-impact customer issues
• Ensure consistent, high-quality communication and resolution for escalated cases
• Identify recurring customer challenges and lead cross-functional efforts to address root causes
• Champion the voice of the customer across the organization

Qualifications

Education & Experience

• Bachelor's degree or equivalent experience preferred
• Minimum of 10 years of experience in a technical/software support environment
• At least 5 years of experience in a Support Manager role, with demonstrated ownership of team performance and operational outcomes
• Required: Experience working within a SaaS (Software-as-a-Service) environment
• Proven track record of managing distributed or remote teams in a high-volume support environment
• Required: Background in Accounting and/or Banking, with demonstrated understanding of financial processes, terminology, and customer needs within these industries
• Demonstrated success in workforce planning, staffing, and team development at scale
• Experience driving operational improvements and scaling support functions

Skills & Competencies

• Strong analytical and problem-solving skills with the ability to translate data into actionable insights
• Strategic mindset with the ability to balance execution and long-term planning
• Excellent communication and stakeholder management skills
• Ability to lead through complexity and drive alignment across teams
• Comfortable operating in a fast-paced, evolving environment
• Deep experience with leading support platforms and tools such as Salesforce, Zendesk, ServiceNow, or similar systems
• Strong understanding of support metrics, reporting, and performance management frameworks
• Demonstrated experience with AI-driven support technologies, such as chatbots, virtual agents, automated workflows, and intelligent knowledge management systems
• Proven ability to evaluate, implement, and optimize AI solutions within a customer support environment
• Experience collaborating across multiple functional areas to evolve AI-enabled platforms (including tools such as FIN or similar AI ecosystems)
• Ability to lead teams through technological change, driving adoption and effective use of AI tools
• Strong understanding of how AI can be leveraged to improve efficiency, scalability, and customer satisfaction
• Strong understanding of customer support best practices, systems, and workflows

Leadership Expectations

Core Leadership Behaviors

• Model accountability, integrity, and a customer-first approach
• Coach and develop individuals to achieve strong performance and career growth
• Build and sustain a collaborative, inclusive, and high-performing team culture

Leadership Principles

• Create Clarity: Establish clear direction, priorities, and expectations
• Generate Energy: Inspire engagement, ownership, and innovation
• Deliver Success: Drive measurable outcomes aligned with business goals

Additional Information

• Employee Type: Full-Time, Exempt
• Direct Reports: Yes