Support Manager
About The Position
The Support Manager role at Inhabit is a people-focused leadership position responsible for building, coaching, and scaling a high-performing support organization across two applications supported on different technology stacks. This role balances people leadership and operational excellence while also serving as an escalation point for complex or high-impact client issues. The Support Manager will lead day-to-day people management while driving key cross-functional projects, including the evaluation and merger of ticketing systems, creation and maintenance of support processes and documentation, enablement and training programs, and the launch of an AI-powered chat bot. This role partners closely with Product, Engineering, and other internal stakeholders to ensure consistent, efficient, and scalable support experiences.
Requirements
- Experience supporting SaaS or technology platforms.
- Experience implementing or managing AI-driven support tools or chat bots.
- Familiarity with support system migrations or consolidations.
- Prior experience working in the FinTech or Payments industry.
Nice To Haves
- Bachelor’s Degree or other relevant certifications, licenses, or training is a plus!
Responsibilities
- Lead, coach, and develop a team of support professionals across multiple applications and technology stacks.
- Provide ongoing performance management, feedback, and career development for existing team members.
- Hire, onboard, and train new support team members to ensure consistent standards and success.
- Foster a positive, inclusive, and accountable team culture focused on continuous improvement.
- Own and evolve support processes to ensure efficiency, consistency, and scalability across platforms.
- Lead initiatives to document workflows, troubleshooting guides, and internal knowledge bases.
- Partner with cross-functional teams to standardize support practices where appropriate while accounting for platform-specific needs.
- Serve as an escalated point of contact for complex client requests or issues that require additional attention, coordination, or leadership involvement.
- Lead and execute projects to evaluate, change, and merge ticketing systems across support teams.
- Drive the planning and launch of an AI chat bot, including workflow design, training content, and continuous optimization.
- Identify opportunities to automate, streamline, or improve support operations through tools and technology.
Benefits
- Competitive Pay
- Health Insurance: Medical, Dental, Vision and Prescription Plans
- Health Savings Accounts
- Flexible Spending Account
- Dependent Flexible Spending Account
- Critical Illness
- Accident
- Retirement Savings Plan (401K) with discretionary company match
- Short and Long Term Disability
- Company Paid $25,000.00 life insurance
- Supplemental Life and AD&D Insurance
- Employee Assistance Program
- Paid Holidays
- Paid Vacation
- Paid Volunteer Time
- Inhabit Employee Discount Programs
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
