Customer Support Manager

Customer Support Manager

About PublicInput

PublicInput develops and supports Software-as-a-Service (Saas) solutions designed for government agencies and their consultant partners to facilitate and manage better communication with the public. Based in Raleigh, NC, the company was founded with a vision to access and elevate historically underrepresented communities in the municipal and state planning process, while simultaneously streamlining cumbersome administrative work that so often prevents equitable outcomes. With a shared background in planning consulting, the company’s co-founders believe that technology can play a key role in making government more responsive and representative of communities' broadest needs.

Our Approach

Many engagement solutions only address small parts of the engagement process, offering a piecemeal approach that relies on third-party partnerships to fill in the gaps. PublicInput uses a unified approach, blending traditional and virtual engagement tactics via one integrated platform. Reliable, equitable, and simple, our easy-to-use user interface gives governments all the tools needed to facilitate successful public engagement.

Our Culture

PublicInput is driven by the core concept that “life is all about the people you meet and the things you create with them.” Through direct experience and collaboration, PublicInput is focused and committed to creating better ways for governments to have a relationship with their community. That is why we work hard to be the experienced and empathetic innovation partner that we wish we had had at our side when doing the tough job of engaging the public. We treat community concerns and emergent issues seriously.  We love to learn and strive to be helpful in sharing best practices and innovation without judgment or pretension. 

About The Role & You 

PublicInput is seeking a Customer Support Manager to lead and evolve our Technical Support function. This role is responsible for managing a small but highly impactful support team while remaining hands-on in complex customer support scenarios. The ideal candidate brings experience leading support operations in a fast-paced SaaS environment and has a strong technical aptitude. This person will own support KPIs and operational performance, coach and develop team members, and partner closely with Product and Engineering to ensure customers receive timely, high-quality support. As our platform and customer base continue to mature, this role will play a key part in scaling support operations, improving workflows, and expanding the use of AI-powered support tools to create a more efficient and effective customer experience. This is a highly collaborative role that requires strong judgment, accountability, and the ability to operate calmly in high-priority or time-sensitive customer situations.

What You Will Do

• Lead and manage the day-to-day operations of the Technical Support team, including coaching, prioritization, and performance management
• Own support operations and KPIs, driving improvements across response times, resolution quality, operational efficiency, and customer experience
• Act as the primary escalation point for complex customer issues involving integrations, data workflows, and advanced platform troubleshooting
• Partner closely with Product and Engineering teams to prioritize issues, improve workflows, and ensure timely resolution of customer-impacting problems
• Manage and optimize support operations within Intercom, including reporting, workflows, automation, and AI-powered support initiatives
• Analyze support trends and operational data to identify opportunities for process improvements, documentation enhancements, and scalable customer support practices
• Maintain a high standard of customer communication across chat, email, and occasional live troubleshooting sessions
• Help scale the support organization and customer support model to meet the evolving needs of enterprise and high-stakes customer environments

Skills and Experience

Professional Qualifications

• 5+ years of experience in Technical Support, Customer Support, or related SaaS support environments
• Prior experience managing or leading customer support teams in a high-growth SaaS company
• Strong understanding of support operations, ticket management workflows, and KPI ownership
• Experience troubleshooting moderately to highly complex technical issues involving integrations, configuration, workflows, or data-related scenarios
• Demonstrated ability to partner effectively with Engineering and Product teams on escalations and issue resolution
• Experience working within support platforms such as Intercom or similar ticketing systems
• Familiarity with AI-powered customer support tools and automation workflows
• Ability to analyze support metrics and operational trends to drive process improvements
• Experience supporting enterprise or high-touch customer environments is preferred
• GovTech or adjacent industry experience is a plus, but not required

Personal Qualifications

• Strong ownership mentality with the ability to independently drive issues toward resolution
• Calm, thoughtful, and customer-focused in high-pressure or time-sensitive situations
• Excellent communicator who can effectively engage both technical and non-technical audiences
• Highly organized with strong operational and prioritization skills
• Curious and proactive problem solver who challenges the status quo and seeks continuous improvement
• Team-oriented leader who values accountability, relationships, and collaboration
• Strong technical aptitude with the ability to quickly understand complex workflows and systems

Additional Requirements

• Comfortable operating in a hands-on player/coach environment
• Ability to support live customer needs and occasional high-priority troubleshooting scenarios
• Operating hours for live support are Monday–Friday, 6 AM – 5 PM PT / 9 AM – 8 PM ET, excluding most federal holidays
• Comfortable working within a fast-paced, evolving SaaS environment

Compensation

This role pays a market-competitive base salary and is eligible to participate in the company’s annual bonus plan. You may also be eligible for our equity incentive program that awards high-performing employees on an annual basis. These option grants are awarded at the CEO’s discretion to acknowledge employees who have made significant contributions to achieving our goals.

Benefits

• Unlimited Paid Time Off: You know yourself best, so we trust you to take the time you need to maintain a rewarding work/life balance.
• Group Health, Dental, and Vision Plan: PublicInput offers a company-subsidized healthcare plan that covers 100% of your medical premiums or up to $800 per month for you and your dependents. We also have options to add Dental, Vision, Life, and other benefit coverages for the employee and their family.
• HSA Contribution: PublicInput will contribute annually (spread over each month) to an employee’s Health Savings Account (HSA).
• Pre-tax 401 (k): The company provides access to make pre-tax contributions to a 401 (k) plan, and will match 50 cents on the dollar up to 6% of an employee’s base salary

Company Culture

Our offices are based out of Raleigh Founded in the Glenwood South neighborhood of Downtown Raleigh. We’re fortunate to be surrounded by fellow social entrepreneurs and high-growth companies. Glenwood South contains a multitude of restaurants, bars, unique shops, and art galleries.

The Legal Bits

PublicInput is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristics protected by law. As a condition of employment, you are required to sign and comply with an Employee Confidential Information Invention Assignment Agreement that requires, among other provisions, the assignment of rights to any invention made during your employment at the Company, and non-disclosure of Company proprietary information. All company offers are contingent upon the completion of a criminal background check. Your employment is at-will, and either you or we may terminate your employment at any time, with or without notice.

Diversity, Equity, and Inclusion

PublicInput celebrates all people and is committed to working actively towards equity and accessibility for everyone. We believe society is strongest when everyone is listened to, respected, valued, and able to contribute to the decision-making process, regardless of race, sex, ethnicity, national origin, religious faith, disability status, sexual orientation, or gender identity. We seek talented individuals whose skills and experiences can help us transform the way government and communities work together. We are committed to a nondiscriminatory approach and provide equal opportunity for employment and advancement in all areas of our company.