Customer Support Manager

Mission – Why we exist, what we do, and why we need you

SpotMe is a leading B2B event platform that helps enterprises increase the impact of their events by delivering CRM-connected, high-quality experiences across in-person, virtual, hybrid events, and webinars. With a strong focus on life sciences, SpotMe powers Onomi: an HCP engagement product that enables medical and commercial teams to run impactful congresses, symposia, advisory boards, and webinars. Together, SpotMe and Onomi turn events into a company’s most effective engagement channel. 

The Customer Support Manager role is a pivotal position, reporting directly to the VP of Professional Services. This position is the ideal role for a hands-on technical support leader passionate about customer service excellence. We have positioned customer support as a core asset of the company and key differentiator in the event technology market. Leading the customer support team on a 24/7 follow the sun model, you will foster a culture of customer centricity combined with technical and process efficiency with enhanced speed to resolution.

This is a hands-on leadership role accountable for delivering measurable outcomes across four key areas:

• Direct Technical Support Contribution (60%): You will lead from the front by personally managing a minimum of 30 client chat interactions per week, ensuring rapid, high-quality responses. In addition, you will own the critical issue management workflow, oversee complex and high-priority escalations, and replicate workspaces to reproduce and analyse issues. You will work closely with Engineering to facilitate efficient troubleshooting and resolution of technically advanced cases, including integration issues.
• Team Leadership & Development (15%): You will develop a high-performing team of Customer Support Specialists and where required, recruit and onboard new team members, driving a culture of accountability, continuous learning, and customer focus. You will ensure product knowledge remains high across the team, particularly following product updates and releases. 
• Process Improvement & Scalability (15%): You will identify, design, and implement process improvements that enhance support efficiency, scalability, and service consistency. This includes optimizing ticket triage and routing, refining escalation workflows, and reducing manual effort through automation.  
• Performance Monitoring (10%): You will oversee the quality of customer interactions by monitoring team communications to ensure they consistently reflect SpotMe’s standards for clarity, professionalism, and accuracy, from initial response through to resolution. This includes evaluating the technical accuracy and completeness of support provided, identifying coaching opportunities, and driving continuous improvements in communication and service quality. 

Objectives - The problems you will solve

In your first three months, you will complete a comprehensive onboarding and integration into the Customer Support function. This includes building relationships with the team, becoming fully certified through the SpotMe Academy, and gaining in-depth familiarity with our processes, documentation, and support tools, including live chat and ticketing systems. You will also meet our product and engineering leaders/teams and understand objective interlock. In addition, by month 3 you will have achieved the following:

• Actively participate in frontline support by actively managing an average of at least 6 live chats per day, to gain direct exposure to customer needs and support workflows.
• Demonstrate knowledge of more advanced platform configurations, features and modules, as well as an understanding of multi factor authentication and SSO Integration.
• Develop an understanding of SpotMe’s various integration approaches and begin contributing to troubleshooting.
• Manage the out of hours on-call schedule for support specialists for Tier 1 support.
• Lead the critical issue management workflow, ensuring effective prioritization and timing of customer communications based on urgency, strategic impact, and business value. 
• Act as the point of coordination across support, engineering, and customer-facing teams to drive timely, transparent resolution of high-impact incidents.
• Personally provide the out of hours coverage for critical issues and team escalation, which will require occasional overnight and weekend working. 
• Complete an initial review of team performance and deliver 1-2 quick process or performance wins, for example improving the triage and troubleshooting process for non-critical tickets to reduce unnecessary escalations.

By Month 6, you will have established yourself as a SpotMe subject matter expert, including advanced modules and our different integration options. You will lead from both a technical and team development perspective, guiding process refinement and improving support quality. Specifically you will:

• Continue to actively participate in frontline support, deepening your expertise in Backstage and customer use cases.
• Support customers effectively in cases involving implemented integrations, providing technical guidance or escalating bug reports in line with standard procedures.
• Deliver real-time and post-interaction feedback to support specialists, helping to improve both communication quality and technical accuracy during live chat and ticket reviews.
• Conduct a full operational audit to identify recurring ticket themes and close process gaps in triage, escalation handling, and resolution of technical issues.
• Create and distribute a support team reference guide documenting common integration issues and recommended steps to improve consistency across the team.
• Ensure chat conversations are consistently categorized by correctly tagging product attributes with high accuracy.

By Month 12, you will be driving improvements in process maturity, team structure, and overall customer experience, focussing on consistent operational excellence and cross-team collaboration. You will be establishing a data-informed, proactive support organization and recognized externally as the subject matter expert for customer support. Specifically you will:

• Conduct a full review of all customer support processes and propose targeted improvements to enhance the quality, consistency, and effectiveness of live chat handling across the team.
• Define and implement a future-ready support team structure that includes Tier 1 and Tier 2 specialization, aligned to a scalable 24x7 regional coverage model.
• Create in-depth ticket trend analysis and reporting to include support activity related to client retention insights.
• Design and implement a roadmap for introducing automation and AI-assisted support tools aimed at improving efficiency, including first-touch resolution rates and reduced Engineering dependency for routine support scenarios.

What you need to be great at:

To excel in this role, you will bring a combination of technical expertise, operational leadership, and a relentless focus on customer experience. You are someone who thrives in a high-urgency environment and leads by example in both execution and quality. Specifically, you should:

• Providing out-of-hours critical support: You are comfortable taking ownership of after-hours responsibilities, including on-call rotations and direct escalation handling, to ensure continuous support coverage and rapid incident response across time zones.
• Operating with urgency and presence: You bring an always-on mindset and excel under pressure, particularly when navigating critical customer issues, managing live escalations, or supporting the team during high-impact events.
• Technical troubleshooting and systems thinking: You have a solid technical background in backend systems and system integrations. You’re able to quickly understand, prioritise and troubleshoot technical issues, and communicate effectively with both engineering and non-technical stakeholders.
• Building scalable support workflows: You have successfully designed and implemented customer support processes that improved efficiency, clarity, and consistency. You have also led teams through adopting those workflows with measurable impact.
• Designing customer-centric experiences: You understand that support is a key part of the customer journey. You’ve shaped how support interactions are structured and delivered, and have a proven track record of resolving complex or high-profile issues in a way that reinforces trust and satisfaction.
• Managing real-time customer engagement: You are highly experienced in live chat environments and adept at handling multiple simultaneous, time-sensitive conversations without compromising on quality, accuracy, or tone.

SpotMe recruits, compensates, and promotes regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, parental status, or veteran status.