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