Manager of customer support

About Bravo

Bravo is redefining how specialty retailers—especially those in pawn, firearms, and niche verticals—run their operations. Our AI-powered SaaS platform delivers comprehensive retail solutions spanning point of sale, eCommerce, inventory, and compliance management. As an AI-first company, we embed intelligent automation and tooling into every layer of the customer experience. We’re scaling fast, entering new markets, and building a future-facing team committed to delivering innovative, efficient, and human-centered support for our customers.

About the Role

We are seeking a forward-thinking Manager of Customer Support to lead and scale our support operations in the new era of AI-enhanced service. This role will oversee a distributed L1/L2 support team while driving operational excellence, customer satisfaction, and aggressive adoption of AI-driven support strategies. This is not a traditional support manager role. We’re looking for someone who can take everything they’ve learned about high-quality support—and apply it in a way that’s never been done before, using AI to solve problems at scale. This includes leading the deployment and adoption of AI chat and talk agents, and ensuring that ChatGPT and HubSpot AI tools are embedded into daily workflows to increase ticket velocity and consistency.

What You’ll Own

• Lead and develop the customer support team, ensuring high performance through coaching, accountability, and daily queue inspection.
• Drive adoption and utilization of AI tools to transform ticket handling, including: AI chat agents to resolve 40% of tickets through chat and deflect live volume ChatGPT and HubSpot AI tools to assist in 85%+ of ticket responses or resolutions.
• Monitor and improve SLA compliance (≥96%), response times, ticket closure rates, and aged ticket volume.
• Collaborate cross-functionally with Customer Onboarding, Product, Engineering, and Customer Success to streamline escalations and customer feedback loops.
• Build scalable support processes, training, and documentation that integrate AI best practices.
• Own and deliver daily/weekly reporting to leadership on SLA adherence, queue health, chat performance, and AI utilization.

What Success Looks Like

• Zero open tickets per agent by end-of-day, driving accountability and queue ownership.
• 40% of support tickets resolved via chat, including through successful use of AI chat agents.
• 85% of tickets responded to or resolved using ChatGPT or HubSpot AI tools.
• SLA adherence ≥96%, with continual improvement in response time and resolution speed.
• Aged tickets are actively reduced and closely monitored.
• CSAT and internal QA scores reflect consistent, high-quality support experiences.

Who You Are

• Proven leader with 2–3+ years of experience managing SaaS customer support teams.
• Hands-on familiarity with AI support tools and a clear vision for how to operationalize them.
• Strong knowledge of HubSpot, Aircall, ChatGPT/Copilot, and Slack.
• Relentlessly focused on performance, outcomes, and continuous improvement.
• Able to inspire and manage remote teams with empathy and accountability.
• Comfortable testing, iterating, and leading change in fast-paced environments.

Why You’ll Love Working Here

• Help lead Bravo’s support transformation in an AI-first SaaS company.
• Be part of a fast-moving, collaborative, and high-impact team.
• See your ideas brought to life quickly, with clear connection to customer outcomes.
• Flexible, remote-first work environment and strong leadership visibility.

Compensation & Benefits

• 401(k)
• Health, dental, and vision insurance
• HSA available
• Employee Assistance Program (EAP)
• Remote work flexibility