The Role
At ASAPP, our mission is simple: deliver the best AI-powered customer experience—faster than anyone else. To achieve that, we’re guided by principles that shape how we think, build, and execute. We value customer obsession, purposeful speed, ownership, and a relentless focus on outcomes. We work in tight, skilled teams, prioritize clarity over complexity, and continuously evolve through curiosity, data, and craftsmanship.
We’re seeking technologists and problem solvers who thrive in fast-paced environments, love collaborating with great talent, and approach every day like it’s Day 1. We're a globally diverse team with hubs in New York City, Mountain View, Latin America, and India—embracing both hybrid and remote work to bring the best minds together, wherever they are. If you're driven by continuous learning, rapid pivots, and the challenges of building in a high-growth startup, we’d love to talk. This is more than a job—it’s a journey.
We're seeking a Technical Services Manager who has 2-3 years of product and enterprise customer-facing experience. As a Technical Services Manager, you will manage a portfolio of customers post-launch, working with our Engineering teams and enterprise customer stakeholders to identify, prioritize, and implement solutions that align with ASAPP's offerings. You will also work to triage any customer reported production issues, ensuring that each deployment continues seamless operation. You'll collaborate with our Customer Success, Deployment, and Engineering teams to prioritize resolution of issues within and across customers.
We're ultimately looking for customer-facing professionals who can deftly manage customer expectations and production incidents in ambiguous environments, think on their feet, build consensus, exercise sound judgment in high-pressure situations, all while driving the development of a world-class AI product. You'll need to get scrappy, learn quickly, fix problems when you see them and take care of your teammates. In exchange, we can offer you an unparalleled opportunity for impact - AI is one of the most profound developments in human history, and we're building and deploying it on an unmatched scale.
What you'll do
- Manage post launch operations for a portfolio of ASAPP customers
- Ensure successful lifecycle of customer escalations
- Lead customer bridges around defects
- Work with internal and external teams to triage and prioritize bugs
- Enhance existing process documentation
What you'll need
- Verbal and written English fluency
- 2-4 years of product and enterprise customer-facing experience
- Self-starter mentality (you find problems and fix them)
- Comfort with ambiguity
- Strong outcome- and value-orientation
- Technical experience, specifically with monitoring and logging tools
- Ability to deal with the complex interpersonal dynamics and work with a wide range of our customers' stakeholders, from day-to-day project managers all the way up to their executives and C-suite
- Ability to work cross-functionally with internal teams, including Delivery Management, Customer Success, and Engineering
- Ability to clearly and concisely oversee customer communications related to production incidents
What we'd like to see
- Experience managing defect life cycles in a SaaS environment
- AI software experience
- Experience testing functionality in an agile environment
- Work experience in a start-up environment
- Experience managing strategic customer communications and relations
Benefits
- Competitive compensation
- Stock options
- OSDE 410 for the family group
- Wellness perks
- Mac equipment
- 3 weeks of vacation
- Training and development
ASAPP is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. If you have a disability and need assistance with our employment application process, please email us at [email protected] to obtain assistance. #LI-SL1 #LI-Remote
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The Company
What We Do
Our artificial intelligence and machine learning products deliver automation and human augmentation, allowing individuals and organizations to realize their full potential. Today, the world's largest organizations rely on ASAPP to provide amazingly efficient and effective customer experiences. Our Research & Development team is unparalleled, driving the advancement of AI, machine learning, speech recognition, robotic process automation, natural language processing and more.
