Manager of Customer Support, Americas

About CodeRabbitCodeRabbit is an innovative research and development company focused on building extraordinarily productive human-machine collaboration systems. Our primary goal is to create the next generation of Gen AI-driven code reviewers: a symbiotic partnership between humans and advanced algorithms that significantly outperforms individual engineers. We combine language models with human ingenuity to push the boundaries of software development efficiency and quality. Role OverviewAt CodeRabbit, we seek an exceptional, enterprising, customer-focused Manager of Customer Support to lead our growing customer support organization in the Americas theater.

As the manager of the Americas Customer Support team, you will use your deep experience to recruit and coach Level 1 and Level 2 support specialists. You will thrive on untangling complex technical challenges to ensure our customers get the most from our AI-powered code review platform. You and your team will be the bridge between our cutting-edge AI technology and our customers, the innovative software engineers who rely on us. You will be a champion for our customers – a leader who goes above and beyond to ensure our customers are getting the most out of their investment in CodeRabbit.

Key ResponsibilitiesRecruit and manage Level 1 and Level 2 customer support teamsMentor customer support team members through training and coachingBuild and own customer support systems, processes, and interactionsBe the Voice of the Customer internally:

champion the customer and customer issuesWork directly with our customers to troubleshoot, debug, reproduce, and resolve complex technical issuesEducate customers on CodeRabbit best practices to ensure they achieve maximum value with our products and servicesAnalyze and report on the existing customer base and customer issuesDefine and inspire changes to our product in collaboration with our product engineering team based on feedback from customers and your experience in the fieldDevelop and contribute to internal and external knowledge bases to help drive continuous improvement in everything we doImprove the serviceability of the product by testing new features and developing tools to scale our deployments and automatic support infrastructureProvide support on weekdays and off-hours on an as-needed and scheduled rotational basisQualificationsGreat candidates often have these qualifications:

At least 3 years of experience managing technical support teams or other technical teams in a customer-facing roleAt least 10 years of overall experience in technical support, software engineering, or other technical or customer-facing fieldsExcellent written and verbal communication skills – you are able to work with a wide variety of geographically distributed customers and solve their problemsCustomer Obsession: a passion to deliver a high-quality customer experienceDeep experience with modern ticketing and customer support systems“Nice to Have”Great candidates may also have one or more of these qualifications:

Proficiency in at least one programming or scripting languageExperience with code review processes and toolsFamiliarity with observability, RCA, and debugging practices and toolsStrong understanding of modern software development practices, version control systems, and the software development ecosystem, e. g. Git, GitHub, CI/CD, VS Code, CursorKnowledge of customer success, sales, and professional services (e. g. retention, expansion, MEDDPICC, services delivery)Bachelor’s degree (or equivalent) in computer science, engineering, mathematics, or another technical fieldOur Values🤝 Collaborative Humans: Prioritizing collective intelligence🚀 Fearless Innovators: Turning obstacles into growth opportunities💪 Persistent, Passionate Developers: Thriving on complex, long-term challenges🎯 Impact-Driven Creators:

Crafting intuitive tools for developers🧠 Rapid Learners and Un-learners: Adapting quickly in our fast-paced technological worldWhat we offerWork on cutting-edge technology with real-world impactCollaborative and innovative environmentCompetitive salary, equity, and benefitsProfessional development opportunitiesBase pay range for this role is $150k-250k. Actual salary will be based on job-related skills, experience, and location. To apply, please submit your resume. CodeRabbit is an equal opportunity employer, committed to diversity and inclusion.