Technical Support Manager

Job Description

As our Technical Support Manager, you will own the support function for our PLG user base end-to-end. You are stepping into a functioning operation, Fin AI is already live and handling the majority of chat volume, core automations are in place, and the billing ops workflow is established. Your job is to own it, raise the bar, and extend it.

You will have full authority over how support, billing ops, and customer education work at Wiza. You will set the standards, improve the tools already in place, push the AI agents further, and decide what gets automated next vs. what still needs a human.

What You Will Own

Customer Support Experience (~55%)

• Own support for all PLG users end-to-end: product inquiries, billing questions, account issues, and technical troubleshooting
• Own the operational side of the PLG motion: subscription changes, refunds, credit adjustments, plan migrations, and billing escalations
• Own and maintain the help center article library, keep content accurate, up to date, and useful. Automation flags content that needs updating when product releases go out; you own the review and publish process
• Drive customer education through in-app guidance, onboarding touchpoints, and proactive outreach so users get value faster and self-serve more confidently
• Set and uphold the quality bar for response time, resolution rate, and CSAT
• Identify recurring issues and surface them as systemic problems worth solving, not just tickets to close

AI and Automation Layer (~30%)

• Own, tune, and continuously improve Fin AI, our primary AI support layer, so it handles an increasing share of volume with high quality and fewer escalations
• Identify and execute on opportunities to extend Fin's coverage across channels and use cases
• Build and maintain automations (workflows, routing logic, macros) to deflect common questions and reduce manual support load
• Work directly with APIs to investigate issues, test integrations, and build or improve support workflows
• Design and implement processes that move users out of the reactive support queue through better self-serve content, proactive outreach, or product feedback loops
• Evaluate new AI tooling where it can meaningfully improve support quality, billing ops, or customer education

Cross-Functional Ownership (~15%)

• Build reporting on volume trends, issue categories, AI deflection rates, and resolution patterns, translating that data into recommendations for CS and Product
• Partner with Engineering and Product to flag bugs, surface user pain points, and influence roadmap priorities based on support signal
• Work with CS, Ops, and Sales to ensure PLG users who signal expansion readiness get handed off cleanly
• Report on support performance, roadmap, and resourcing needs and establish KPIs

Requirements

• 2 to 4 years in customer-facing support, support operations, or technical support at a SaaS company, ideally with self-serve or PLG motion experience
• Hands-on experience with Intercom and Fin
• Track record of ownership: you have either managed a support function, been the senior IC in one that scaled, or meaningfully improved a support operation you inherited
• AI-forward mindset with real experience: you have worked with AI support agents, improved deflection rates, or integrated AI into a support or ops workflow in a meaningful way
• Demonstrated technical ability: you have built automations, worked directly with APIs (REST, JSON, webhooks), and used tools like Zapier, n8n, or similar to solve operational problems
• Strong billing and subscription ops judgment: refunds, proration, plan changes, dunning, and the edge cases that come with a PLG motion
• Comfort with data: you can pull a report, spot a trend, and tell a story with it. SQL is a plus but not required
• Strong written communication: your support responses are clear, human, and accurate, and you set that bar
• Ability to make independent judgment calls, set your own priorities, and ship without a playbook
• Able to work Eastern Time hours

Nice to Have

• Experience with Stripe or similar billing platforms
• Familiarity with sales intelligence, prospecting tools, or B2B SaaS workflows
• Experience owning and maintaining a help center or self-serve documentation library

Benefits

• Competitive salary
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Training & Development
• Stock Option Plan