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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Remote Technical Customer Support Manager B2B SAAS company - **Company:** Virtual, Inc. - **Location:** United States (Remote available) - **Experience:** Experienced - **Salary:** $43,680.0 - $49,920.0 - **Contract:** Permanent contract - **Skills:** Adobe InDesign, Application Programming Interfaces (APIs), Artificial Intelligence, Cascading Style Sheets (CSS), Software as a Service, Github, Instant Messaging Technology, Robotic Automation Software, Twilio, Chatbots, Zapier, Gitlab, Data Analytics, Build Process - **Published:** June 18, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=955e4b9fa14b1d67 ## About the Role Do you have experience in Texting/chatbox tools?, * 3+ years leading SaaS customer support (B2B or SMB-focused) with ticketing volumes in the thousands per month. * Fluent in Intercom (or similar) admin features-rules, SLAs, chatbots, analytics. * Comfortable with light code: You can read basic HTML/CSS, tweak embeds, and don't break a sweat pasting snippets. * GitLab (or GitHub) savvy: Creating issues, linking MRs, following release tags. * Clear, upbeat communicator-written and verbal, with diplomacy and a coaching mindset. * Data-driven: You live in dashboards, spot patterns, and use metrics to prioritize. * Able to juggle time zones & stakeholders in an all-remote environment. Nice-to-haves * Experience supporting CMS, e-commerce, or marketing-automation software. * Familiarity with Zapier, Twilio, or API troubleshooting. * ITIL, HDI, or other service-management training., * How many years of experience do you have using Intercom for customer support or customer success? * How many years of experience do you have supporting customers for a software (SaaS) product? * How many customer conversations (chat, email, or tickets) are you comfortable handling simultaneously? * Please confirm you are willing to submit the required 60-90 second Loom video introduction as part of the application process. ## Description * Own the customer voice in a company where support is a core product pillar-your decisions directly shape roadmap and retention. * Work with cutting-edge tools (Intercom, GitLab, AI automations) and help design the next generation of our help-center experience. * Lead a small but mighty team-coach, scale, and build processes from the ground up. * Fully remote & flexible-work where you do your best thinking, with a team that measures outcomes, not chair time. What you'll do * Run the queue: Triage, assign, and clear Intercom tickets, keeping response times lightning-fast and SLAs rock-solid. * Guide new customers: Orchestrate onboarding tasks, pull in design/dev resources, and ensure every account starts strong. * Diagnose & document: Spot whether an issue is user error, config gap, or platform bug-then write crystal-clear GitLab tickets the devs love. * Close the loop: Test fixes in staging, verify in production, and make sure customers hear the good news. * Level-up the stack: Build Intercom macros, chatbots, and knowledge-base articles that deflect repeat questions and delight users. * Coach the team: Set goals, review conversations, and jump in on tricky calls or escalations. * Voice of Customer: Synthesize feedback trends and partner with Product to turn pain points into roadmap wins. ## Related Videos - [HR ROBO SAPIENS: Decoding AI Agents and Workflow Automation for Modern Recruitment](https://www.wearedevelopers.com/videos/1470-hr-robo-sapiens-decoding-ai-agents-and-workflow-automation-for-modern-recruitment) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [20 billion requests a week: Upgrading Twilio's API gateway at scale](https://www.wearedevelopers.com/videos/100234-20-billion-requests-a-week-upgrading-twilio-s-api-gateway-at-scale) - [Innovating Developer Tools with AI: Insights from GitHub Next](https://www.wearedevelopers.com/videos/1268-innovating-developer-tools-with-ai-insights-from-github-next) - [Minimal infrastructure for Real‑Time Phone Agents: transcripts in, responses out](https://www.wearedevelopers.com/videos/1736-minimal-infrastructure-for-real-time-phone-agents-transcripts-in-responses-out) - [WeAreDevelopers LIVE – Real-Time Phone Agents, Unsafe VPNs & More](https://www.wearedevelopers.com/videos/1729-wearedevelopers-live-real-time-phone-agents-unsafe-vpns-more) ## Related Articles - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [How to Answer the Interview Question: “Why Do You Want to Be a Software Engineer?”](https://www.wearedevelopers.com/magazine/392-how-to-answer-the-interview-question-why-do-you-want-to-be-a-software-engineer) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers)