Bigid Sr. Manager Premium Support 

United States, Texas, Austin 

536192797

Team Leadership & Management :

• Lead and mentor a team of dedicated Premium Support Engineers, ensuring high performance, engagement, and professional growth.
• Foster a collaborative, customer-centric culture within the team, ensuring alignment with company values and customer success objectives.
• Ensure the team provides comprehensive, responsive support across all time zones, maintaining the highest standards of quality and timeliness.

Customer Success & Relationship Management :

• Serve as the primary escalation point for Premium Support issues, working to resolve complex, high-stakes challenges and ensure customer satisfaction.
• Build and maintain trusted relationships with strategic customers, providing executive-level insights, updates, and proactive support planning.
• Actively partner with Account Management, Customer Success, and Sales to ensure that support efforts align with broader account strategies and customer goals.

Operational Excellence & Continuous Improvement :

• Develop, track, and analyze KPIs and metrics to monitor support effectiveness, identify areas for improvement, and drive accountability.
• Implement best practices in support workflows, case management, and incident resolution to enhance customer experience and team efficiency.
• Collaborate with cross-functional teams (Product, Engineering, Services, and Customer Success) to ensure effective knowledge sharing and swift issue resolution.

Strategic Planning & Execution :

• Create and execute strategic plans to scale and optimize the Premium Support model, enabling effective global support coverage.
• Identify and implement tools, resources, and training needed to continuously elevate the team’s technical skills and customer engagement capabilities.
• Keep up with industry trends and customer feedback to proactively evolve the Premium Support offering, ensuring alignment with the needs of our most strategic customers.

What you’ll bring:

• Bachelor’s degree in a relevant field (e.g., Computer Science, Engineering, Business) or equivalent experience.
• 7+ years in a customer support or technical support role, with at least 3 years in a people management role.
• Experience managing support for enterprise-level, strategic accounts, with a deep understanding of customer success and relationship management.
• Proven success in managing global teams, with an emphasis on alignment across time zones and collaboration.
• Excellent communication skills with a customer-first mindset, capable of engaging effectively with executive-level stakeholders.
• Strong analytical skills with a track record of using data to drive decision-making and process improvements.
• Proficiency in support software and platforms (e.g., Salesforce, Zendesk) and familiarity with CRM and case management best practices.

Our Values:

We look for people who embody our values - Care, Do,Try & Shine.

• - We care about our customers and each other
• Do - We do what it takes to make a positive impact
• Try - We try our best and we don’t give up
• Shine - We shine

The annual base salary range is $160,000 – $190,000. Actual salaries will vary and are based on a candidate’s qualifications, skills, and competencies. Salary is just one component of our Compensation Philosophy. Variable/Bonus Compensation & Equity Incentives align with individual and company performance.

Global Culture Corner

Flexible PTO and Quarterly Volunteer Days

💸 Equity Participation

🐶 Additional insurance benefits like pet insurance and legal assistance

📚 Learning & Development Opportunities

Fidelity Employer Sponsored 401K

Robust DEI Program with several vibrant ERG communities

Paid Parental Leave