Support Manager at Proton.ai

, , -

Full Time

Start Date

Immediate

Expiry Date

06 Feb, 26

Salary

90000.0

Posted On

08 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Support Management, Team Leadership, Coaching, Hiring, Mentoring, Customer Support, Process Optimization, KPI Development, Cross-Functional Collaboration, Technical Issue Resolution, Empathy, Continuous Improvement, Communication, SaaS Experience, CRM Systems, Problem Solving

Industry

Software Development

Description

About Us: The wholesale distribution industry is ready for a revolution, and Proton is leading the charge. The world relies on distributors to sell nearly every physical product, but despite its massive contribution to the global economy, this industry has been left behind in terms of technology. Proton is changing that. With AI-powered sales software, we’re breaking through the complexity of selling millions of products and making it easier for distributors to anticipate customer needs. Our mission is to bring the distribution industry into the modern age and the results speak for themselves. Distributors using Proton see 10x ROI, faster new hire ramp-up, and happier sales teams. In 2022, we raised a $20M Series A backed by Felicis Ventures (investors in Twitch, Shopify, Opendoor, and many others) and Battery Ventures. This year, we’re laser-focused on scaling customer impact and expanding our team. If you're excited about leading in a fast-paced, high-growth environment—now’s the time to join Proton. The Role: We’re looking for a hands-on Support Manager to lead and grow our Support function. This person will be a critical team leader and individual contributor (“player-coach”), responsible for managing a team of support engineers, hiring and mentoring talent, and ensuring we deliver world-class support to our customers. You’ll bring strategic insight and operational excellence to a fast-growing function inside Proton. The target salary range for this role is $70,000 - $90,000. Final offers will be based on your skills and previous experience. Proton collaborates with Oyster HR to hire international employees as full time (long term) contractors within our company. This role will be fully remote. For collaboration purposes, all hires based in Europe or India are expected to be available for meetings from 9:00 AM to 1:00 PM EST (Eastern Standard Time). Candidates located in Latin America are expected to work standard EST business hours on a daily basis. What You’ll Do: Lead, mentor, and grow a team of Support Engineers, providing regular coaching and development Serve as an escalation point for complex issues, while also handling frontline support as needed Drive hiring and onboarding for the Support team as we scale Define support best practices and optimize internal processes to improve efficiency and quality Build KPIs and reporting to measure team performance and customer satisfaction Collaborate cross-functionally with Product, Engineering, and Customer Success to ensure seamless support experiences and rapid resolution of technical issues Foster a culture of ownership, empathy, and continuous improvement across the team You’ll Be a Great Fit If You: Have 1+ years of experience leading a support team, ideally at a fast-growing SaaS company Have supported complex software products—bonus for experience with CRM systems or integrations Thrive in both leadership and hands-on roles—you're equally comfortable mentoring others and diving into tickets yourself Are an excellent communicator and coach, with a passion for developing people Bring structure and process to dynamic environments, without sacrificing speed Benefits: Competitive Salary + Company Stock Options – we want to pay you well (and equitably!) and make you feel like an owner Unlimited PTO + 10 Company Paid Holidays – we even have tools to help you avoid burnout 401k with Employer Contribution – we contribute up to 3% whether or not you contribute Medical, Dental, and Vision Insurance – we cover one medical plan 100% (plus 50% for dependents)

Responsibilities

Lead and grow a team of Support Engineers while providing coaching and development. Manage escalations for complex issues and ensure world-class support delivery to customers.