Support Manager

As a Support Manager on our Platform Operations team, you will own the end-to-end support experience for our talent community, thousands of engineers and researchers working with Turing. You'll lead a team that resolves onboarding, payments, and platform issues quickly and accurately, while also using support data to find and fix the root causes behind recurring problems. This role sits at the intersection of people management, process design, and data analysis, with direct visibility to senior leadership.

What you'll do:

• Own support performance for the platform, including response time, resolution quality, and CSAT, and report on these consistently to leadership
• Manage and coach a team of support specialists, setting clear expectations, reviewing quality, and developing their skills over time
• Diagnose recurring issues across onboarding, KYC, payments, and platform usage, and work with product and engineering to fix them at the source rather than repeatedly patching tickets
• Build and refine support workflows, macros, and escalation paths so the team can handle rising volume without a drop in quality
• Partner with Engineering, Fulfillment, and Product teams to close feedback loops between what talent is experiencing and what gets built or changed
• Monitor queues and staffing to make sure coverage matches demand, especially around high-volume periods 
• Prepare regular reporting and dashboards on support metrics, trends, and improvement initiatives for leadership review

What we're looking for:

• Strong people manager: you've led a support, operations, or service team before and know how to coach performance
• Data-driven mindset: you're comfortable pulling and interpreting support metrics (TAT, CSAT, backlog, first-contact resolution) to guide decisions
• Process-oriented problem-solver: you don't just close tickets, you look for the pattern behind them and fix it
• Excellent communicator: you can explain a systemic issue clearly to both your team and to leadership
• Calm under pressure: you can manage escalations and high-volume periods without losing quality or team morale

Preferred qualifications:

• 4-7 years of experience in support operations, customer/talent success, or related roles, with at least 1-2 years directly managing a team
• Experience working with ticketing/support tools and comfort setting up workflows, SLAs, and escalation tiers
• Strong proficiency in Excel/Google Sheets; comfort with support or BI dashboards
• Experience in a platfrom, fintech, or high-growth startup environment is a plus
• Bachelor's degree in business, engineering, economics, or a related field

Values

• We are client first: We put our clients at the center of everything we do, because their success is the ultimate measure of our value.
• We work at Start-Up Speed: We move fast, stay agile and favor action because momentum is the foundation of perfection
• We are AI forward: We help our clients build the future of Al and implement it in our own roles and workflow to amplify productivity.
  

Advantages of joining Turing

• Amazing work culture (Super collaborative & supportive work environment; 5 days a week)
• Awesome colleagues (Surround yourself with top talent from Meta, Google, LinkedIn etc. as well as people with deep startup experience)
• Competitive compensation
• Flexible working hours
  

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. Turing is proud to be an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, or any other legally protected characteristics. At Turing we are dedicated to building a diverse, inclusive and authentic workplace and celebrate authenticity, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.