Why join us?

Mitti by SafetyCulture is a global tech company, just not the kind you're picturing. Our almost 1,000-person team builds tools that make work better for the three billion frontline workers who keep the world moving. We've got big tech scale, without the sign-off layers or corporate theatre. This next chapter is about scaling smart, powered by AI, a clear vision and real ownership.

Big tech impact, without the big tech ick.

Role purpose

This role exists to keep our Americas (AMER) customer support operation consistently healthy and high-performing. They do this by leading a team of Support Analysts, owning the day-to-day shift, and delivering the process and artificial intelligence (AI) improvements that raise customer satisfaction and make support easier to scale.

Key responsibilities

Own the health and performance of the AMER shift, making real-time decisions on coverage, queue priorities, and workload so customers get fast, high-quality support every day

Build an engaged, high-performing team by coaching and developing Support Analysts through regular one-on-ones, performance conversations, and career development

Act as the primary escalation point for analysts, taking complex, sensitive, or high stakes customer issues through to resolution so nothing falls between teams

Use team data (customer satisfaction, service level agreement adherence, productivity) to find patterns, diagnose root causes, and coach or correct course before issues escalate

Design and deliver new workflows and projects from scoping through rollout, and make sure the changes stick with the team

Monitor AI chatbot performance daily and work with the Quality & Training and AI teams to improve AI-driven support workflows, measuring the impact on efficiency and customer satisfaction

Partner with Talent Acquisition to hire Support Analysts and give new starters a smooth, effective start so they get up to speed quickly

Bring the voice of the customer to Customer Experience, Product, and Engineering, and give senior leadership clear, structured reporting on team performance

Required skills & experience

Technical skills

Proven track record of running an operational customer support team in a software-as-a-service (SaaS) or technology environment, with strong command of queues, coverage, and shift planning

Ability to turn performance data into clear coaching decisions and operational changes

Experience scoping, delivering, and embedding process improvements across a team

Sound judgement in handling sensitive or high-stakes customer escalations

Clear written and verbal reporting for both team and senior leadership audiences

Behavioural skills

Coaches with honesty and care, giving direct feedback that helps people grow, and welcomes feedback in return

Acts quickly on low-risk decisions and slows down for the ones that are hard to reverse

Comfortable with ambiguity: breaks undefined problems into action without needing a perfect brief

Solution-oriented: brings options, not just problems, to leaders and cross functional partners

Makes decisions with the customer in mind, especially when trade-offs are hard

Invests in analysts' success and the wider team's results, not just their own

AI skills

Uses AI tools day to day to analyse team and queue data, spot trends, and prepare reporting

Can evaluate the quality and accuracy of AI-generated support responses and guide analysts in supervising and correcting them

Able to suggest, test, and measure improvements to AI-driven support workflows

Good to have: understanding of AI strategy in customer support, and how team level improvements connect to the wider direction

Success looks like

Team consistently meets customer satisfaction and service level agreement targets

Support Analysts are engaged, growing, and escalating only when necessary

Process and AI workflow projects are delivered on time and are still being used afterwards

Recurring issues spotted in team data are fixed at the root cause

The shift runs steadily, even when things get complex

Customer Support Manager, AMER