SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Podium is a rapidly growing AI company that deploys AI Employees to local businesses across Auto, Home Services, and Aesthetics. In under 24 months, the company crossed $100M in AI Agent ARR with 300% year-over-year growth and has deployed 10,000 AI employees. Podium has been recognized as Best AI Implementation by Inc. Magazine and the #1 AI Agent for Business Operations by G2.
As Manager, Support & Operations, you will own how support work flows across Melbourne, the Philippines, and Pakistan. You will directly lead Product Support Specialists in the Philippines and Pakistan from your base in Melbourne. This is a senior, hands-on role combining people leadership with operational ownership.
Key responsibilities include:
- Own ticket flow from triage through each support tier, technical escalation, and resolution
- Define ownership, handover expectations, and follow-through across local and offshore teams
- Act as escalation point for complex or high-priority cases
- Monitor workflow health (ageing tickets, handover quality, escalation follow-through) and address bottlenecks early
- Ensure every escalated issue has a named owner, scheduled next update, and confirmed outcome
- Communicate confirmed resolutions back to customers and teams
- Hold Product and Engineering to agreed SLAs on escalated issues
- Act as Voice of the Customer, bringing organized insights to Product
- Establish shared support processes with the TPS Manager
- Lead, coach, and develop Product Support Specialists in the Philippines and Pakistan
- Own team performance against CSAT, first response and resolution times, quality scores, and SLA adherence
- Run 1:1s, team meetings, and performance conversations; support career growth
- Manage coverage, rosters, and handovers across time zones
- Recruit, onboard, and train new team members with local leadership and HR
- Keep internal documentation current and well-used
- Train team and broader customer-facing teams on products and new features
- Use data to spot trends, forecast capacity, and report to senior leadership
You will work in close partnership with the TPS Manager and get results through influence as much as authority, working with Product, Engineering, and the wider Support organization.
Requirements:
- 5+ years in technical or product support within SaaS or tech, including 2+ years leading a support team
- Track record of building support operations, including triage, tiering, escalation, and handover processes that others actually follow
- Proven ability to drive accountability through influence with peers and partner teams who don't report to you
- Experience managing distributed or offshore teams across countries and time zones, with cultural awareness and ability to build trust remotely
- Strong coaching skills and history of building motivated, high-performing teams
- Strong troubleshooting skills and ability to vet product issues with Product and Engineering
- Experience running closed-loop escalation communication
- Customer-first mindset and clear communication across email, SMS, phone, and video
- Data-driven approach to support metrics and reporting
- Flexibility to work across time zones as needed
- Experience with Zendesk, Salesforce, or Intercom is highly regarded
