Support Supervisor

Dayshape•Austin, TX

22h•$105,000 - $125,000

About The Position

Dayshape’s presence in the US has grown rapidly, and we’re now further establishing our dedicated support function. You’ll play a key role in shaping and building this team as we grow. Our Support Supervisors excel at developing people, improving processes, and ensuring our customers receive an exceptional experience. You’ll lead a small, distributed support team, balancing hands on ticket work with coaching, operational oversight, and continuous improvement. This role blends people leadership, operational excellence, and technical problem‑solving. Around 20% of your time will focus on line management, with the rest dedicated to driving support delivery. That’s where you come in.

Requirements

You have significant experience leading a technical support function, ideally in a fast‑moving, customer facing environment.
You are a strong communicator who can confidently manage stakeholders across a customer’s organisation
You bring a solid understanding of support operations including incident handling, troubleshooting, SLAs, prioritisation, and setting customer expectations.
You are comfortable leading others, whether through coaching, mentoring, or acting as the team’s go to person for clarity and guidance.
You excel at breaking down complex issues into clear, actionable steps, and you’re confident making decisions when situations are ambiguous or time‑sensitive.
You learn new tools, products, and technical concepts quickly, and you can translate complexity into simple, practical guidance for colleagues and customers.
You’re motivated by continuous improvement, always looking for ways to enhance customer experience, refine processes, and strengthen team efficiency.
You naturally consider the broader customer and operational impact of decisions whether related to delivery, prioritisation, or ticket handling.

Nice To Haves

Experience working with Professional Services firms or Public Accounting customers.
Experience working with, implementing or supporting HR/ERP systems such as SAP, Workday etc.
Scaled a support function across distributed timezones.

Responsibilities

Lead and develop a newly forming support team, ensuring they have the guidance, clarity, and coaching needed to deliver consistently high‑quality customer support.
Oversee day to day support operations, including prioritisation, SLA management and escalations including leading on P1 incident management.
Use your product and technical knowledge to support complex cases, identify recurring issues, and collaborate on long‑term solutions.
Partner with Product, Engineering, and CX leaders to ensure customer‑impacting issues are communicated, understood, and addressed effectively.
Track and improve key support metrics, including response times, aged tickets, and operational efficiency.
Champion a culture of learning, accountability, and continuous improvement and encouraging knowledge sharing.
Represent Support within cross functional discussions, providing insights into customer needs, trends, and operational impacts.

Benefits

Salary $105-$125,000, dependent on experience
31 days' vacation per year, including public holidays, and increasing by 1 day each year to a maximum of 38 days.
Paid four-week sabbatical in your fifth anniversary year on top of your holiday entitlement.
Comprehensive medical, dental and vision benefits
Disability and life insurance
401k
At least $1,400 per year to spend on professional and personal development.
Regular All Hands meeting for inspiration and over-communication
Monthly team events (sometimes in-person, sometimes virtual).
Volunteering time – up to 20 hours a year to participate in volunteer work.
Genuinely nice, smart people to work with, who are excited about growing our company