Senior Manager, Application Support

📋 Description

• Define and own the vision for AI-native agentic support.
• Architect multi-agent orchestration and escalation paths.
• Build AI-native support layer: agents, knowledge bases, routes.
• Own metrics: inflow, autonomous resolution, escalation patterns, time-to-resolution.
• Lead and develop a high-performing support team.
• Partner with Engineering, Product, and Success for feedback loops.

🎯 Requirements

• 8+ years in technical support, engineering operations, or related function
• 2+ years managing people
• Experience scaling SaaS support operations
• Hands-on with AI-assisted support workflows or multi-agent systems
• Hands-on Zendesk experience at operational level
• Experience working with engineering and cross-functional processes

🎁 Benefits

• Competitive base salary: $158-185k USD
• Remote-first; eligible states: CT, DC, FL, GA, MD, MA, NJ, NY, OH, PA, RI, VT, VA
• Syndio equity and ownership opportunities
• Flexible vacation, sick time, parental leave, and voting leave
• Medical, dental, and vision with premiums covered
• 401(k) with company match