The Role:

We’re looking for a hands-on Support Manager to lead and grow our Support function. This person will be a critical team leader and individual contributor (“player-coach”), responsible for managing a team of support engineers, hiring and mentoring talent, and ensuring we deliver world-class support to our customers. You’ll bring strategic insight and operational excellence to a fast-growing function inside Proton.

The target salary range for this role is $70,000 - $90,000. Final offers will be based on your skills and previous experience. Proton collaborates with Oyster HR to hire international employees as full time (long term) contractors within our company.

This role will be fully remote. For collaboration purposes, all hires based in Europe or India are expected to be available for meetings from 9:00 AM to 1:00 PM EST (Eastern Standard Time). Candidates located in Latin America are expected to work standard EST business hours on a daily basis.

What You’ll Do:

Lead, mentor, and grow a team of Support Engineers, providing regular coaching and development
Serve as an escalation point for complex issues, while also handling frontline support as needed
Drive hiring and onboarding for the Support team as we scale
Define support best practices and optimize internal processes to improve efficiency and quality
Build KPIs and reporting to measure team performance and customer satisfaction
Collaborate cross-functionally with Product, Engineering, and Customer Success to ensure seamless support experiences and rapid resolution of technical issues
Foster a culture of ownership, empathy, and continuous improvement across the team

You’ll Be a Great Fit If You:

Have 1+ years of experience leading a support team, ideally at a fast-growing SaaS company
Have supported complex software products—bonus for experience with CRM systems or integrations
Thrive in both leadership and hands-on roles—you're equally comfortable mentoring others and diving into tickets yourself
Are an excellent communicator and coach, with a passion for developing people
Bring structure and process to dynamic environments, without sacrificing speed

Benefits:

Competitive Salary + Company Stock Options – we want to pay you well (and equitably!) and make you feel like an owner
Unlimited PTO + 10 Company Paid Holidays – we even have tools to help you avoid burnout
401k with Employer Contribution – we contribute up to 3% whether or not you contribute
Medical, Dental, and Vision Insurance – we cover one medical plan 100% (plus 50% for dependents)

About Proton AI

The wholesale distribution industry is ready for a revolution, and Proton is leading the charge. The world relies on distributors to sell nearly every physical product, but despite its massive contribution to the global economy, this industry has been left behind in terms of technology. Proton is changing that. With AI-powered sales software, we’re breaking through the complexity of selling millions of products and making it easier for distributors to anticipate customer needs. Our mission is to bring the distribution industry into the modern age and the results speak for themselves. Distributors using Proton see 10x ROI, faster new hire ramp-up, and happier sales teams.

Support Manager

Anywhere in the world

Remote

Mid-level

Proton AI