Who you are

• We're looking for an exceptional people manager who develops people with intention: someone who invests in individuals' career growth and understands that this team is a critical talent engine for the broader company
• 2+ years of management experience with a demonstrated track record of leading teams through meaningful change
• Demonstrated leadership experience in a fast-paced, results-driven environment where you’ve prioritized customer relationships and team success
• Able to learn complex software products and customer workflows quickly, serving as knowledge resource on Juniper Square’s products and customers for the team
• Strong desire and motivation to achieve a best-in-class support experience with a positive, "can do" attitude that translates into an high team engagement
• Previously held a customer-facing role at a B2B or SaaS company that resulted in advancement
• Excellent communicator with strong interpersonal skills
• Genuine enthusiasm for AI tools and their role in the future of support; you've driven adoption before, you lead by example, and you raise the floor of AI fluency across everyone you manage

What the job involves

• This role is a critical part of our Support team, which is focused on providing a best-in-class support experience to all our Juniper Square customers
• Our team doesn't just answer questions — we work as an extension of our customers' own teams, serving as thinking partners who help them reach successful outcomes and translating their needs into better products and solutions
• That relationship is something our customers genuinely value, and it sets the bar for what we hire and develop toward
• We're in an active period of transformation as we rewire how our team operates around AI tools, evolving what great support looks like, and raising the ceiling on what a support team can deliver
• You'll lead through change, drive adoption of new ways of working, and hold a high bar for outcomes — all while building the kind of team that people grow from and look back on as a turning point in their careers
• You'll work alongside Support leadership to build team capability, improve how we operate, and ensure every customer interaction reflects the standard we're building toward
• Manage, support, and coach a team of Customer Support Specialists as they help customers be successful using Juniper Square
• Communicate a compelling vision and direction for the team as well as leverage team talent and input towards achieving our goals
• Develop team members with intention — invest in their skills, give direct and specific feedback, and actively create pathways for growth within and beyond the support team
• Guide team members through an active transformation — new AI tools, new workflows, and evolving expectations for what excellent support looks like; model the change and bring your team along
• Use AI-powered tools and support data to drive decisions, build more efficient workflows, and hold a high bar for team performance and customer outcomes
• Keep track of day-to-day support trends and ensure SLAs are met across different support channels (phone, email, etc)
• Spend regular time working alongside your team and serve as a point of escalation for complex product and customer issues
• Collaborate with various teams on initiatives that enhance the quality of our product, processes, and overall customer experience
• Own team processes, workflows, and documentation — continuously improving how support operates and building the knowledge infrastructure that scales quality