Customer Support Supervisor

About the role

Buildern, a construction management platform, is growing and is looking for a Customer Support Supervisor in Yerevan to lead and develop its Customer Support team, oversee daily support operations and make sure customers receive timely, knowledgeable and high-quality assistance. The role combines people management with technical expertise and a customer-first mindset.

Key responsibilities

• Manage Customer Support Specialists, giving them coaching, mentorship and support, and hold regular 1:1s, performance reviews and development discussions.
• Manage schedules, workloads and shift coverage so support is available across customer time zones.
• Lead hiring, onboarding and training of new team members, building product knowledge and technical troubleshooting skills.
• Oversee daily support across live chat, email and calls, and define, monitor and improve response times, resolution times, CSAT and SLAs.
• Handle complex technical issues and critical escalations, and review customer interactions to improve service quality.
• Optimize support processes, workflows, knowledge base articles and documentation, and explore automation and AI-powered tools.
• Work with Product, Engineering and QA teams on bugs and technical issues, and share customer insights to improve the product.

Required profile

• 3+ years in Customer Support or Technical Support, preferably in a B2B SaaS or technology company.
• Proven experience managing, coaching and developing customer-facing teams.
• Strong people management skills, including performance evaluations, feedback and conflict resolution.
• Experience managing support operations, escalations, SLAs and CSAT.
• Excellent written and spoken English.

Required skills

• Solid technical troubleshooting and analytical skills.
• Experience with support and collaboration tools such as Intercom, Jira or similar.
• Nice to have: experience with B2B SaaS products like ERP, accounting or project management software, and with AI-powered support tools.

The role is office-based with a shift-based schedule, and flexibility to cover different shifts is required.