SaaS Support Lead/Manager
Introduction SymphonyAI Media is now hiring a SaaS Support Lead to join our team in Denver, Colorado! This is an excellent opportunity to join SymphonyAI Media as the SaaS Support Lead / Manager, responsible for owning and scaling all customer support operations for our enterprise SaaS platforms. This role will lead a global support organization, including a distributed support team in India, and serve as a critical interface between customers, Product, Engineering, and Managed Services. Our SaaS solutions support high-profile media companies and power data normalization and financial workflows, processing millions of records per day. The ideal candidate brings deep enterprise SaaS support expertise, solid technical aptitude, and a passion for building scalable, customer-first support operations. As customer demand and platform usage grow, this role will play a key part in expanding support coverage, including building toward 24x7 global support.
Job Description
What You'll Do: Support Operations & Leadership
- Own end-to-end SaaS support operations across regions and time zones.
- Directly manage and mentor a global support team, including offshore resources in India.
- Establish support coverage models, including on-call rotations and expansion toward 24x7 support.
- Foster a culture of accountability, continuous improvement, and customer empathy.
Process & Escalation Management
- Define, document, and optimize support processes (intake, triage, escalation, resolution, post‑incident review).
- Act as escalation point for high-severity customer issues and outages.
- Partner with Engineering and Product to ensure effective issue resolution, root cause analysis, and prevention.
Customer Communication & Experience
- Own customer-facing communication during incidents, escalations, and service disruptions.
- Ensure clear, timely, and professional updates to customers throughout the support lifecycle.
- Build strong relationships with key customer stakeholders, including enterprise media clients.
Cross-Functional Collaboration
- Work closely with Product and Engineering to:
- Influence backlog prioritization based on support trends
- Improve product robustness and operability
- Ensure support readiness for new releases
- Support global Managed Services teams by troubleshooting issues and coordinating resolutions as needed.
Metrics, Reporting & Continuous Improvement
- Define and track KPIs such as response times, resolution times, ticket volume trends, and severity distribution.
- Use data to identify patterns, improve processes, and reduce recurring issues.
- Drive improvements to knowledge base content and internal documentation.
Growth & Scale
- Plan and execute team growth strategies aligned with increased customer volume and service-level expectations.
- Help evaluate and implement support tooling and automation (including AI-driven workflows where appropriate).
What You'll Bring:
- 5-10 years of experience in a fast-paced, enterprise SaaS support environment.
- Proven experience leading and scaling global support teams, including offshore resources.
- Strong technical aptitude and ability to support complex, data-intensive SaaS platforms.
- Hands-on experience with:
- Data normalization and data pipelines
- SQL (querying, analysis, troubleshooting)
- YAML-based configurations
- Modern SaaS tooling and cloud-based systems
- Experience supporting technologies involving AI-enabled workflows and automation.
- Background supporting mission-critical systems with high data volumes and strict SLAs.
- Excellent written and verbal communication skills, particularly in executive and customer-facing scenarios.
About Us
SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500+ Enterprise customers globally and has grown to 3,000 talented leaders, data scientists, and other professionals across over 30 countries.# Apply tot his job Apply To this Job