Customer Support Engineering, Sr. Manager - Remote

Overview

Twelve Labs is pioneering the development of multimodal foundation models that comprehend videos like humans do, transforming media interaction and analysis.

In Short

• Lead and scale customer support engineering function.
• Build and mentor a high-performing technical support team.
• Define and scale support processes using tools like HubSpot and Linear.
• Monitor KPIs such as response times and customer satisfaction.
• Support team in debugging complex product issues.
• Coordinate across support, engineering, and product teams.
• Optimize support systems and implement automation.
• Champion knowledge management through documentation.
• Drive proactive support strategies to improve customer satisfaction.
• Collaborate with sales to enhance customer retention and growth.

Requirements

• 5–8+ years in technical support with 2+ years in leadership.
• Comfortable reading and debugging code (Python and JavaScript).
• Understanding of ML, generative AI, or media pipelines.
• Proven track record in building support teams.
• Strong communication skills under pressure.
• Ability to thrive in fast-paced environments.

Benefits

• Inclusive culture and work environment.
• Collaborate with a mission-driven team on AI technology.
• Full health, dental, and vision benefits.
• Flexible PTO and parental leave policy.
• VISA support for US employees.