Manager, Customer Support - Remote

Overview

We’re Quandri, our mission is to unlock the world’s insurance data so brokerages and agencies can best serve their clients. Our Renewal Intelligence Platform is designed to help brokerages save time, increase profitability, and drive better outcomes for their staff, clients, and business.

In Short

• Oversee the ticket management process, ensuring effective investigation, troubleshooting, and diagnosing technical issues.
• Balance your role as a player and coach: work alongside your team by spending time in the support cue and resolving tickets.
• Lead the creation and maintenance of customer-facing help documentation and training resources.
• Identify opportunities to improve the Support team's processes for greater efficiency.
• Set performance expectations and monitor KPIs across the team.
• Establish and maintain robust support workflows and escalation procedures.
• Act as the escalation point for incident response management.
• Partner with Product and Engineering to surface customer feedback.
• Leverage ticket data and customer insights to inform support strategies.
• Mentor and coach support team members, providing feedback and career development guidance.

Requirements

• 5+ years of experience in customer support.
• 3+ years in a leadership or management role.
• Strong analytical and technical troubleshooting capabilities.
• Confident leading a team in a fast-paced environment.
• Clear and empathetic communication skills.
• Structured and organized approach to work.
• Experience implementing or managing automation and AI tools.
• Understanding of scaling support operations.

Benefits

• Compensation range: $80K - $100K.
• Employee stock options based on experience level.
• Comprehensive health benefits, including Lifestyle Spending Account.
• Four weeks of paid vacation per year.