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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Manager - **Company:** Turing Technology, Inc. - **Location:** Brazil, IN, United States - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Artificial Intelligence, Data Analysis - **Published:** July 23, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=005a1b5eae9bf91e ## About the Role * 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, * 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 ## Description 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, * 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. ## Related Videos - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [Edit Your Future: Queerverse Radical AI](https://www.wearedevelopers.com/videos/909-edit-your-future-queerverse-radical-ai) - [In-depth .NET Azure Functions: Isolated mode, performance and durable AI agents](https://www.wearedevelopers.com/videos/100207-in-depth-net-azure-functions-isolated-mode-performance-and-durable-ai-agents) - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [Successful talent development: A joint journey of executives and talents](https://www.wearedevelopers.com/videos/1002-successful-talent-development-a-joint-journey-of-executives-and-talents) - [AI is dead, long live AK](https://www.wearedevelopers.com/videos/1093-ai-is-dead-long-live-ak) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Should Tech Managers Be Developers First? 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