Planned hiring
Manager, Support
Lucy is a proactive AI coach from Lucy Labs that lives on your desktop as a cloud-backed app.
Planned hiring. This description explains the work we are preparing to hire for; it is not a confirmed start date or offer.
Enable primary technical support, troubleshooting and dependable customer follow-through. Lead the assigned Customer Support Specialists through regular coaching, onboarding, feedback and performance development. Keep daily priorities and customer commitments achievable.
The role
Enable primary technical support, troubleshooting and dependable customer follow-through. Lead the assigned Customer Support Specialists through regular coaching, onboarding, feedback and performance development. Keep daily priorities and customer commitments achievable.
What you will own
- Plan the staffed team’s work and hiring needs; make capability gaps and coaching actions visible. A player-coach allocation must count each person’s time once.
- Build a realistic plan around ticket demand, severity, diagnostic complexity, coverage hours and specialist escalation dependencies; distinguish required work from funded and ready people.
- Develop hiring criteria, onboarding, feedback and succession for the explicitly assigned team. Evaluate capability and contribution rather than title or pedigree.
- Review severity-adjusted response and resolution performance, aging and reopened tickets, customer satisfaction, escalation quality and recurring-issue reduction. Explain causes and corrective actions rather than treating a dashboard as proof of customer value.
- Coordinate customer commitments, ownership changes and escalations with peer leaders and Revenue Operations. Surface capacity conflicts early and close the loop with named owners.
Boundaries and reporting
Proposed reporting is to the staffed Director or VP of Support; while an intervening position is vacant, the CEO must explicitly assign supervision and scope. No vacant level supplies management capacity. James has no formal direct reports. Support retains the primary queue and customer follow-through during escalation. Core Engineering owns shared product fixes. CSA under Thomas owns substantive technology/capability work and is not primary support or implementation staff. CSM and AD retain account and commercial duties. Routine setup remains lightweight and largely presales. Product priorities and approved product commitments stay with their designated owners; this position does not confer authority over another function.
What you bring
Evidence of leading enterprise software support, coaching technical diagnosis and communication, and improving escalation quality without obscuring unresolved issues. Demonstrate practical first-line coaching, fair performance feedback and capacity planning. You can discuss Lucy's customer workflows and adoption needs, communicate clear decisions asynchronously, and distinguish validated capabilities from promises still requiring delivery.
Your first 90 and 180 days
By 90 days, confirm the actual team and reporting delegation, review the queue, coverage and escalation paths; coach diagnosis and communication and agree a practical backlog plan. Agree baseline measures and funded priorities. By 180 days, show improved resolution quality, reduced recurring failures and sustainable coverage with customer-confirmed closure, with a documented team-development plan and evidence of improvement. These outcomes begin when the position is filled and depend on the actual customer and hiring calendar.
Useful measures
Use severity-adjusted response and resolution performance, aging and reopened tickets, customer satisfaction, escalation quality and recurring-issue reduction, alongside team readiness, coaching progress, workload and performance against the approved budget. Do not count unfilled leadership positions as available capacity or add an IC quota solely because a manager title exists.
Next step
Express your interest
Email people@lucylabs.ai with the role title, a short introduction and relevant CV or portfolio. This is planned hiring; we will confirm current availability and the individual working arrangement.
Lucy Labs confirms the working arrangement, employer, location, eligibility, compensation and terms for each role. Our mailing address does not determine the job location or guarantee remote employment, worldwide eligibility or visa sponsorship.
Do not send passwords, government identifiers or bank details. Read the application privacy notice.
Frequently asked questions
Is this role open at Lucy Labs?
Lucy Labs lists this role as planned hiring. Availability depends on the need, team readiness and individual arrangement; it does not promise an immediate vacancy or start date.
Where does this work take place at Lucy Labs?
Lucy Labs confirms the working arrangement, employer, location, eligibility, compensation and terms for each role. Our mailing address does not determine the job location or guarantee remote employment, worldwide eligibility or visa sponsorship.
What does this role own at Lucy Labs?
Lucy Labs: Enable primary technical support, troubleshooting and dependable customer follow-through. Lead the assigned Customer Support Specialists through regular coaching, onboarding, feedback and performance development. Keep daily priorities and customer commitments achievable.
How do I express interest in Lucy Labs?
Email people@lucylabs.ai with the role title, a short introduction and relevant CV or portfolio. Lucy Labs uses the application to assess and respond to it; retention for future opportunities is a separate explained purpose and choice.
