Customer Support Manager

Company Description

Supy is the operating system designed specifically for multi-branch restaurant groups. It helps control costs, streamline operations, and boost profitability by providing real-time insights, mobile stock counts, and supplier ordering. Supy integrates seamlessly with your POS, ERP, and accounting tools, enhancing visibility across all operations. Trusted by over 2,500 restaurants in 28 countries, Supy has offices in the UK, Australia, UAE, and Saudi Arabia.

Role Description

We're looking for a Customer Support Manager to build and lead our global support function from the ground up. This is a hands-on, strategic role where you’ll recruit and coach a remote support team, design workflows, set up SLAs, create documentation, and ensure every customer receives fast, empathetic, and effective support.

Key Responsibilities

• Build and scale a high-performing remote customer support team
• Define support workflows, KPIs, SLAs, and escalation protocols
• Develop internal documentation and external help center content
• Create and deliver training materials for support agents and clients
• Track KPIs like FRT, resolution time, CSAT, SLA compliance, and QA scores
• Act as an escalation point for critical issues
• Work closely with Product, Engineering, and Customer Success to resolve recurring pain points
• Share feedback and insights to help improve product and support experience

What You’ll Need

• 4–6+ years in SaaS customer support (including 3+ years in a managerial role)
• Experience building support functions in fast-growing SaaS or F&B tech companies
• Strong background in team coaching, QA, and process building
• Proficient with tools like Zendesk, Intercom, Freshdesk, Notion, etc.
• Excellent written and verbal communication in English
• High empathy, responsiveness, and problem-solving skills
• Ability to work independently and lead remote teams
• Based in India or nearby, and fully available during UAE working hours