Support Supervisor

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About the Opportunity

This is an opportunity to join an award-winning software scale-up with significant ambitions and momentum. Trusted by Big Four and many other top professional services firms globally, the organization's AI-powered resource management platform is helping organizations achieve extraordinary results.

The platform stands apart as the only solution that combines advanced AI, real-time project financials, and firm-wide insights to elevate resource management to a strategic function. By driving profitable growth, powering confident decisions, and ensuring satisfied clients and teams, the organization is helping its customers build strong organizations and careers for the long term.

Why customers love this platform:

• It helps professional firms optimize margins and increase revenue, unlocking access to more profitable work.
• It provides complete operational visibility today and the tools to confidently predict tomorrow.
• It empowers firms to become the places where top talent wants to work - and the best clients want to work with.

Recognized for consistent innovation and impact, the organization is always looking for like-minded people to join its mission to improve people's working lives. The culture is a key driving force, fostering a friendly, inclusive, and ambitious team driven by shared values and a commitment to success. If ready to join a fast-growing, high-impact company that's reimagining resource management, this is the place.

About the role

The organization's presence in the US has grown rapidly, and a dedicated support function is being further established. This role will play a key part in shaping and building this team as it grows.

Support Supervisors excel at developing people, improving processes, and ensuring customers receive an exceptional experience. This role will lead a small, distributed support team, balancing hands-on ticket work with coaching, operational oversight, and continuous improvement. The position blends people leadership, operational excellence, and technical problem-solving. Approximately 20% of the time will focus on line management, with the remainder dedicated to driving support delivery.

What you’ll do

• Lead and develop a newly forming support team, ensuring they have the guidance, clarity, and coaching needed to deliver consistently high-quality customer support.
• Oversee day-to-day support operations, including prioritization, SLA management, and escalations, including leading on P1 incident management.
• Use product and technical knowledge to support complex cases, identify recurring issues, and collaborate on long-term solutions.
• Partner with Product, Engineering, and CX leaders to ensure customer-impacting issues are communicated, understood, and addressed effectively.
• Track and improve key support metrics, including response times, aged tickets, and operational efficiency.
• Champion a culture of learning, accountability, and continuous improvement, encouraging knowledge sharing.
• Represent Support within cross-functional discussions, providing insights into customer needs, trends, and operational impacts.

About you

• Significant experience leading a technical support function, ideally in a fast-moving, customer-facing environment.
• Strong communication skills with the ability to confidently manage stakeholders across a customer’s organization.
• Solid understanding of support operations, including incident handling, troubleshooting, SLAs, prioritization, and setting customer expectations.
• Comfort in leading others through coaching, mentoring, or acting as the team’s go-to person for clarity and guidance.
• Ability to break down complex issues into clear, actionable steps and confidence in making decisions when situations are ambiguous or time-sensitive.
• Quick learner of new tools, products, and technical concepts, with the ability to translate complexity into simple, practical guidance for colleagues and customers.
• Motivation for continuous improvement, always looking for ways to enhance customer experience, refine processes, and strengthen team efficiency.
• Natural consideration of the broader customer and operational impact of decisions related to delivery, prioritization, or ticket handling.

Bonus points if you have

• Experience working with Professional Services firms or Public Accounting customers.
• Experience working with, implementing, or supporting HR/ERP systems such as SAP, Workday etc.
• Scaled a support function across distributed time zones.

What you’ll get

• Salary $105-$125,000, dependent on experience.
• 31 days' vacation per year, including public holidays, increasing by 1 day each year to a maximum of 38 days.
• Paid four-week sabbatical in the fifth anniversary year on top of holiday entitlement.
• Comprehensive medical, dental, and vision benefits.
• Disability and life insurance.
• 401k.
• At least $1,400 per year to spend on professional and personal development.
• Regular All Hands meetings for inspiration and over-communication.
• Monthly team events (sometimes in-person, sometimes virtual).
• Volunteering time – up to 20 hours a year to participate in volunteer work.
• Genuinely nice, smart people to work with, who are excited about growing the company.

Working Details

This is a full-time role (37.5 hours per week). The typical working hours are 09:00 - 17:30 from Monday to Friday, with flexibility available. The organization is ideally looking for someone based in Austin, Texas, as several team members are already located there.

Join the team!

Equality of opportunity is considered a significant advantage, welcoming a variety of experiences and perspectives into the team. Diversity is a great asset, and applications from any background are strongly encouraged.

This is an opportunity to influence how work gets done and how the support function in the US operates. While progress has been made, there is still much to do to maintain the high bar and pace that has been set.

Everyone here is growing personally as the company grows. If this sounds like something you would like to be part of, an application is welcomed.

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.