Technical Support Manager

As our Technical Support Manager, you will own the support function for our PLG user base end-to-end. You are stepping into a functioning operation, Fin AI is already live and handling the majority of chat volume, core automations are in place, and the billing ops workflow is established. Your job is to own it, raise the bar, and extend it.

You will have full authority over how support, billing ops, and customer education work at Wiza. You will set the standards, improve the tools already in place, push the AI agents further, and decide what gets automated next vs. what still needs a human.

What You Will Own

Customer Support Experience (~55%)

Own support for all PLG users end-to-end: product inquiries, billing questions, account issues, and technical troubleshooting

Own the operational side of the PLG motion: subscription changes, refunds, credit adjustments, plan migrations, and billing escalations

Own and maintain the help center article library, keep content accurate, up to date, and useful. Automation flags content that needs updating when product releases go out; you own the review and publish process

Drive customer education through in-app guidance, onboarding touchpoints, and proactive outreach so users get value faster and self-serve more confidently

Set and uphold the quality bar for response time, resolution rate, and CSAT

Identify recurring issues and surface them as systemic problems worth solving, not just tickets to close

AI and Automation Layer (~30%)

Own, tune, and continuously improve Fin AI, our primary AI support layer, so it handles an increasing share of volume with high quality and fewer escalations

Identify and execute on opportunities to extend Fin's coverage across channels and use cases

Build and maintain automations (workflows, routing logic, macros) to deflect common questions and reduce manual support load

Work directly with APIs to investigate issues, test integrations, and build or improve support workflows

Design and implement processes that move users out of the reactive support queue through better self-serve content, proactive outreach, or product feedback loops

Evaluate new AI tooling where it can meaningfully improve support quality, billing ops, or customer education

Cross-Functional Ownership (~15%)

Build reporting on volume trends, issue categories, AI deflection rates, and resolution patterns, translating that data into recommendations for CS and Product

Partner with Engineering and Product to flag bugs, surface user pain points, and influence roadmap priorities based on support signal

Work with CS, Ops, and Sales to ensure PLG users who signal expansion readiness get handed off cleanly

Report on support performance, roadmap, and resourcing needs and establish KPIs