Support Manager

About the role

Avyre is seeking a seasoned Support Manager to lead its existing support team. This remote position requires coordination across multiple client time zones, with after‑hours and on‑call responsibilities.

Key responsibilities

• Own the day‑to‑day support function and its performance metrics.
• Manage and develop a distributed support team, ensuring coverage models meet client expectations.
• Run incident and escalation response processes, maintaining SLA attainment.
• Define and continuously improve support processes, documentation, runbooks, and operational procedures.
• Partner with leadership to transform support into a competitive service line.

Required profile

• 5+ years in support operations, service delivery, incident management, technical support, or customer success.
• Experience managing a client‑facing support function for SaaS or enterprise platforms.
• Proven ability to coordinate technical teams and communicate issues clearly to business stakeholders.
• Excellent written and verbal English with strong organizational skills.
• Demonstrated composure under pressure and a track record of reducing recurring issues.

Required skills

• Jira Service Management
• Zendesk
• Freshservice
• ServiceNow
• PagerDuty
• ITIL (or similar service‑management framework)

What we offer

• Opportunity to shape a critical function at a growth stage.
• Remote work with flexible hours aligned to client needs.
• Collaborative environment focused on continuous improvement.