Senior Manager of Application Support, Syndio
East Coast, USA
$158-185k
More information about location
Pay transparency compliance solutions
Be an early applicant
Pay transparency compliance solutions
101-200 employees
Be an early applicant
$158-185k
More information about location
101-200 employees
Company mission
To help companies eradicate workplace inequities and ensure every employee is valued for who they are and what they contribute to their company's' success.
Role
Who you are
- A vision for the agentic future of support. You have a clear, informed point of view on where AI-native support is heading — and the experience to back it up. You've thought deeply about multi-agent systems, orchestration, customer-facing agents, and where the human layer belongs in all of it
- Technical fluency. You don't need to be an engineer, but you need to be credible in technical conversations. You're comfortable reading logs, understanding how a web application works end to end, and forming a clear hypothesis about what's broken and why. Experience with observability tooling, agent orchestration platforms, or workflow systems is a strong plus
- AI and automation depth. You've built or operated AI-assisted support workflows with real production usage. You think natively about leverage points — where agents compound, where they break down, and how to design for both
- Analytical capability. You're fluent in support metrics and know how to build the instrumentation to track what matters. You can look at inflow vs. resolution trends and translate them into business recommendations with confidence
- Customer empathy and communication. You understand that every ticket represents a real person with a real problem. You set the standard for how your team and your agents communicate with customers — clearly, honestly, and with genuine care for their experience
- Operational rigor. You know how to design a workflow, measure what matters, and iterate. You've built support processes that scale — not just documented the ones that exist
- People leadership. You've managed high-performing teams and know how to develop ICs who are already excellent. You give feedback directly and create an environment where people grow
- 8+ years in technical support, engineering operations, or a related function
- 2+ years managing people
- Demonstrated experience building or scaling support operations at a SaaS company
- Hands-on experience designing or operating AI-assisted support workflows, customer-facing agents, or multi-agent orchestration systems
- Hands-on experience with Zendesk or a comparable enterprise support platform at an operational or administrative level
- Experience working closely with engineering teams and contributing to cross-functional processes like sprint planning or incident review
What the job involves
- Syndio is transforming how companies understand and act on workplace equity — and as we launch new daily-use products into the market, the way we support customers needs to transform too
- We're looking for a Senior Manager to define and own the vision for what customer support looks like in an agentic future: a lean, AI-native function that scales with product growth, stays close to customers, and serves as a high-signal feedback loop between users and engineering
- This is a rolling the sleeves builder role
- You'll inherit a technically sharp, high-trust team and a clear mandate: architect a support function where intelligent AI agents handle the majority of interactions autonomously, human effort is reserved for what requires genuine judgment, and the gap between incoming ticket volume and resolved ticket volume is continuously closing — without proportional headcount growth
- You'll need to be as comfortable designing a multi-agent orchestration system as you are coaching a team member through a difficult customer conversation
- The right person for this role sees agentic AI not as a tool to bolt onto existing processes, but as the foundation to build from
- Vision and strategy for agentic support. You'll define what the support function needs to look like as AI capabilities evolve — setting the architecture for how customer-facing agents, orchestration layers, and human escalation paths fit together. This isn't a roadmap you inherit; it's one you build and continuously refine as the technology and the product surface area change
- Customer-facing agent design and operations. You'll own the build-out of an AI-native support layer — designing the agents customers interact with, the knowledge bases that power them, the escalation logic that routes edge cases to humans, and the quality standards that govern all of it. You're not enabling a tool; you're designing a system
- Analytical rigor and business decision support. You'll own the metrics that matter: ticket inflow rates, autonomous resolution rates, escalation patterns, time-to-resolution, and the gap between incoming and resolved volume. You'll use this data to make and support business decisions — including when to deploy additional agent capacity, when to invest in knowledge base coverage, and where human support is still the right answer
- Team leadership and development. You'll manage, coach, and grow a team that operates at the intersection of technical investigation, customer empathy, and engineering partnership. You'll own performance development, create clarity on roles and expectations, and build a culture where people do their best work
- Agentic bug triage and resolution. You'll formalize how AI agents are used in the bug investigation and resolution workflow — defining which categories of issues are in scope for agent-assisted diagnosis, establishing human review gates, and working with engineering to make the workflow fast and safe
- Cross-functional partnership. Support sits at the center of the product feedback loop. You'll maintain strong working relationships with Engineering, Customer Success, and Product — ensuring that patterns in support data flow into sprint planning and that escalations move quickly when they need to
- Scaling for product growth. With multiple products launching in 2026, you'll own the readiness plan — ensuring agents, processes, and the team are prepared for a significant increase in ticket volume from daily-use products with larger, more diverse user bases
- What success looks like in year one
- By the end of your first year, you've articulated and begun executing a clear multi-year vision for AI-native support
- Customer-facing agents are handling the majority of L1 tickets autonomously
- Agent-assisted workflows have materially shortened bug resolution cycles
- You're tracking inflow and resolution rates with enough precision to make confident capacity recommendations
- And the team is operating as a strategic function — not a help desk — with ticket volume growing and manual effort not growing with it
Application process
- Recruiter Screen - 25min
- Hiring Manager - 30min
- Loop - Three 30-45 min video calls with departmental peers and cross-functional team members - 2hrs max
- Final Interview - Engineering Leader - 30min
Our take
As companies are making greater commitments to paying and treating their employees more equitably, Syndio offers them an analytics-driven platform that enables them to more easily measure, achieve, and maintain this. The startup counts a number of Fortune 500 companies amongst its customers, including American Airlines, Salesforce, and Nordstrom.
Workplace equity is about much more than just boosting brand reputation. Recruitment and staff retention, company culture, and business performance have all been shown to improve with better DE&I results. Therefore, the draw of Syndio’s offering is quite clear - enabling businesses to convert verbal promises into measurable, provable outcomes.
Syndio’s growth since its 2016 launch has been impressive, with funding secured in 2022 allowing it to ramp up operations and scaling efforts. It also joined the London Stock Exchange Issuer Services Marketplace, becoming a trusted third-party service provider for listed companies, which gives it a chance to serve yet more impressive clients.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Mar 2022
$50m
SERIES C
Sep 2021
$50m
SERIES C
Total funding: $132.8m
Company benefits
- Best medical plans on the market (90% employee coverage, 50% dependents)
- Life & Disability paid by the company
- Stock options
- Up to 16 weeks of paid parental leave
- 401(k) option
- Access to Talkspace online therapy
Leadership
Maria Colacurcio
(CEO)Co-founded and was VP of Marketing at digital work collaboration platform Smartsheet. Co-founded and is a Board Member at Fair Pay Workplace. Has worked in managerial and directorial roles at Starbucks and Microsoft, and founded educators' professional development foundation Ideas Ignited.
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