Awarded Best Managed Company of Switzerland in 2024 and 2025 by Deloitte, Revizto, a company based in Switzerland, launched a coordination software for the Architecture, Engineering, Construction, and Operations (AECO) industry in 2012 and quickly became the fastest-growing integrated collaboration platform. Utilizing video game technology and cloud solutions, Revizto provides a collaboration platform for 3D and 2D workflow streams that allows users to work and communicate with all project stakeholders in a single, unified environment. The platform is used worldwide for real-time coordination, automated clash detection, and issue tracking throughout the lifecycle of a construction, infrastructure, or manufacturing project. As a result, thousands of companies around the world use Revizto to make better decisions and minimize rework.
JOB SUMMARY
We are looking for a hands‑on senior Customer Support Sr. Manager to lead and develop our technical support team, improve our support operations, and build the foundations of a best‑in‑class SaaS support function.
This is a senior operational role in a scaling B2B SaaS environment. You will lead a distributed team of Support Specialists and take ownership of the systems, processes, metrics, and cross‑functional routines that ensure our customers receive timely, clear, and high‑quality technical support.
The role requires someone who is both operationally strong and technically credible. You do not need to be an engineer, but you must be comfortable working with a technically complex SaaS product, understanding support tickets involving logs, bug reports, integrations, cloud infrastructure, enterprise IT environments such as SSO, VPN and network configurations, and multi‑platform issues across desktop, web, mobile, and viewer.
You will partner closely with Product, Engineering, Customer Success, Sales, Technical Writing, and Academy teams to ensure customer issues are resolved effectively and recurring support patterns are turned into product, process, and self‑service improvements.
This is an opportunity to help shape the next stage of Revizto’s Customer Support function by building the structure, visibility, and operating rhythm needed to support continued growth.
WHERE YOU WILL MAKE A DIFFERENCE
Lead and develop the Support team
* Lead, coach, and develop a distributed team of Customer Support Specialists, setting clear expectations around responsiveness, ownership, escalation judgment, communication quality, and customer focus.
* Build strong team routines, including backlog reviews, ticket quality reviews, escalation reviews, coaching, and knowledge‑sharing.
* Gradually evolve the team structure as the function matures, including potential specialization by product area, platform, customer segment, geography/time zone, or support tier.
* Foster a culture of accountability, technical curiosity, continuous improvement, and scalable problem‑solving.
Build scalable Support operations
* Own and improve the Support operating model, including ticket intake, prioritization, routing, escalation, follow‑up, closure, and documentation.
* Strengthen Zendesk discipline and ensure support workflows are clear, repeatable, and scalable.
* Define and implement practical SLAs, first response expectations, backlog management routines, quality standards, and support dashboards.
* Build visibility into key metrics such as CSAT by account or segment, first response time, SLA compliance, backlog age, resolution time, escalation volume, recurring ticket drivers, and bug‑related ticket trends.
* Partner with Sales, Customer Success, and leadership to clarify support tiers, premium support expectations, account prioritization, and the operational impact of customer segmentation.
Strengthen technical escalation and incident handling
* Improve the escalation process between Support, Product, and Engineering, ensuring complex issues are triaged consistently and escalated with the right context, urgency, logs, reproduction steps, and business impact.
* Help the team distinguish between configuration issues, user workflow issues, infrastructure issues, and genuine product defects.
* Partner with Product and Engineering to define severity levels, escalation thresholds, and internal notification routines for major incidents or high‑impact customer issues.
* Ensure Support acts as a credible technical partner to Engineering and Product on customer‑impacting issues.
Build clear cross‑functional interfaces
* Create a clear Support‑to‑Customer Success interface, including when CS should be informed, when enterprise accounts require proactive updates, and how handoffs should work.
* Partner with Customer Success to ensure customers receive timely, clear, and consistent communication during serious bugs, prolonged issues, or high‑impact incidents.
* Collaborate with Sales and CS to ensure commercial commitments, support tiers, and customer expectations are properly reflected in support operations.
* Share regular Support insights with relevant leadership stakeholders to improve visibility, alignment, and decision‑making.
Evolve Support insights into product and self‑service improvements
* Build a structured feedback loop from Support into Product, Engineering, Technical Writing, Academy, and Customer Success.
* Identify recurring ticket drivers and translate them into recommendations for help content, academy training, product improvements, process changes, or customer education.
* Partner with Technical Writing and Academy teams to prioritize content that reduces avoidable support volume.
* Help establish ticket deflection as a meaningful Support KPI over time.
* Ensure Support becomes a source of customer and product intelligence, not only a reactive ticket‑resolution function.
WHO YOU ARE
* Significant experience leading or managing a technical support function in a B2B SaaS environment.
* Experience in AECO, BIM, CAD, construction technology, infrastructure software, digital twins, or other technically complex industry software is a strong plus.
* Experience building or improving support operations, including SLAs, ticket workflows, escalation processes, dashboards, and support reporting.
* Strong understanding of technical support in a complex product environment involving integrations, enterprise IT setups, cloud infrastructure, logs, bug reports, and multi‑platform issues.
* Technical fluency: comfortable reading complex tickets, reviewing logs or bug reports at a triage level, and communicating credibly with Product and Engineering teams.
* Experience working with tools such as Zendesk, Jira, or similar ticketing and issue‑tracking systems.
* Strong people‑management skills, with the ability to coach, structure, and develop a small distributed team.
* Strong cross‑functional collaboration skills, especially with Customer Success, Sales, Product, Engineering, and documentation teams.
* Experience managing support in a remote‑first, globally distributed environment.
* Excellent written and spoken English; any additional language is a strong plus.
* Strong customer judgment, with the ability to balance urgency, technical complexity, business impact, and internal capacity.
* Ability to operate in a scaling company environment where processes may be incomplete and ambiguity is part of the role.
WHY JOIN US
* Awarded Best Managed Company in Switzerland by Deloitte in 2024 and 2025
* Bi‑Annual Company Wide Trips (2023 Armenia, 2025 Switzerland, 2027 Portugal, and more to come!)
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