Open role · Customer Experience

Manager, Customer Support

Work mode: Remote (EST preferred) Engagement type: Independent contractor, full-time commitment Req ID: GDBI-2V4X6S0U

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Role summary

Build and lead the support operating model for enterprise clients and NoèmeX product users, connecting customer support with Product, Engineering and Professional Services.

What you’ll do

Define the support strategy, operating model, service levels and performance metrics.
Lead and develop a mixed technical and general support team.
Improve response, resolution, escalation and customer-satisfaction processes.
Use support data to identify recurring product, documentation and service issues.
Partner with Customer Success, Product, Engineering and Professional Services on complex escalations.
Build scalable knowledge, tooling and quality practices as the customer base grows.

What you should bring

Experience managing customer or technical-support teams in a B2B technology environment.
Strong operational-management skills with experience using SLAs, KPIs and customer-satisfaction measures.
Ability to manage both people and cross-functional escalation processes.
Comfort working with technical products, data and incident information.
Strong written and verbal customer communication.
A coaching-oriented leadership style with clear accountability.

Useful additional experience

Enterprise SaaS support
Data/analytics product experience
Support tooling and knowledge-base design
Experience scaling a support function

How we work

NoèmeX teams stay close to the business problem and the production system. You may work across client delivery, platform development or internal capabilities depending on the role. We value clear specifications, maintainable architecture, disciplined execution and direct communication.

Hiring process

The exact assessment varies by role. Shortlisted candidates should expect an initial conversation followed by a role-relevant technical, practical or structured panel assessment before a final decision.

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