Manager, Support & Onboarding

About Intelligems

Intelligems is building the first profit optimization platform for e-commerce. We help brands grow profitably by providing them with a unique combination of AB testing, personalization, and dynamic pricing tools that help them make the most of every shopper. We love that we get to work with entrepreneurs every day to help them succeed. We’re taking technology that has previously only been available to the Amazons and Ubers of the world, and making it available to e-commerce stores of any size.

We work with more than 1,000 brands (including many you know and love!) and are growing incredibly quickly with fresh capital to accelerate our growth. We have a values-driven, high-performing team, with a collaborative culture of low-ego, high IQ people. It’s our strongest asset. We are always looking for highly talented individuals to join us and help us continue to scale efficiently.

Intelligems is backed by Stage 2 Capital, Matchstick Ventures, Vinyl Capital, Techstars, and the founders of companies like Klaviyo and Postscript, and has raised more than $10M of funding.

The Role

Reporting to the VP of People & Support Ops, you’ll oversee our technical support team, tackling inbound customer issues, as well as customer onboarding & integrations. You will lead a growing team of Support Specialists and Onboarding Specialists, set the standard for operational excellence, and champion the use of AI to scale our impact. The Support Team is the first line of defense across our customer experience, a critical voice of the customer - a linchpin for improving the customer experience from both the people and product perspective. Onboarding consists of live sessions getting the customer integrated and set up for their first few tests, with the goal of maximizing their understanding of the platform and reducing time to first value.

Key Responsibilities

• Own & improve KPIs for both Support & Onboarding. CSAT, first‑response time, resolution time, activation metrics, and more.
• Drive AI‑powered efficiency. Evaluate, implement, and operationalize tools (e.g., AI‑assisted ticket triage, knowledge‑base generation, chatbots) that elevate both speed and quality.
• Lead, coach & scale the team. Provide day‑to‑day leadership, career development, and performance management; hire and onboard new talent as we grow.
• Create scalable processes. Build SOPs and playbooks that standardize onboarding & support while ensuring smooth hand‑offs to Merchant Success when relevant.
• Cross-functional partnership. Surface insights and collaborate with Product, Sales, Success, and Engineering to influence roadmaps and close feedback loops.
• Escalations. Triage high impact issues to maximize NPS.
• Champion data‑driven decisions. Build and own team dashboards, run analyses on our data to find areas for improvement, and present recommendations to leadership.

Qualifications

• 2+ years of people‑management experience in a high‑growth SaaS environment
• Demonstrated success improving support and/or customer onboarding metrics
• Hands‑on experience with support tooling (ex: Pylon, Zendesk, Intercom, Help Scout, HubSpot Service Hub)
• Clear, empathetic communicator with the ability to translate technical concepts into business value
• Strong data analysis skills (SQL, Looker, Tableau, or similar)
• Bias for action, process design, continuous improvement, and a sense of urgency
• Preferred: e-commerce experience (either on the brand or software side)

Culture & Values

As a customer-first, product-oriented company, our success is driven by the caliber of people on the team. Our core values include:

1. Put customers first Create impact for customers and put the customers' interests above your own with honesty and transparency.
2. Be helpful What goes around comes around. You never know where someone else is coming from, and being able to help out is a privilege. Whether it's a request from a customer, a teammate, or a partner, do your best to be prompt and generous in your support.
3. Strive for excellence Commit to being the best in the world at what you do.
4. Build and develop a diverse, world-class team Set the highest possible standards on hiring, and devote time and energy to giving and receiving feedback.
5. Have a perspective Everyone on the team is responsible for making us great. If you disagree with something being done, you are expected to voice this and have a discussion, regardless of your role or who is on the other side of the table (or Zoom).

What’s Offered

• Competitive salary and equity packages
• Medical & Dental insurance
• Flexible vacation and PTO schedule
• Other benefits that you can learn about here

This is a remote position for candidates authorized to work in the United States.