Customer Support Manager

About the Company

There has never been a more exciting time to join Archlet. Digital transformation in procurement is accelerating rapidly, and AI-driven e-sourcing is becoming mission-critical for enterprise teams worldwide. We are building the market-leading AI-native platform for enterprise sourcing, combining deep procurement expertise with cutting-edge technology. You’ll work with renowned global customers such as PepsiCo, Estée Lauder, FedEx and Walmart, where reliability, trust, and support quality truly matter. Archlet offers high autonomy, minimal bureaucracy, and strong momentum, with excellent performance results and an ambitious roadmap ahead. You’ll join a smart and driven team, enjoy real ownership, monthly Growth Days, and regular team events at our Zurich headquarters.

About the Role

Your mission is to own Archlet’s customer support experience end-to-end, ensuring fast, high-quality, and empathetic support across all channels.

Responsibilities

• Act as the primary escalation point for complex or high-impact customer issues, coordinating closely with Product, Engineering, and Customer Success to drive swift resolution.
• Design, implement, and continuously improve scalable support processes, workflows, SLAs, automation, and tooling as the customer base grows.
• Leverage AI tools and automation to enhance support efficiency, reduce manual effort, and create a more intelligent support experience.
• Turn support into enablement by proactively educating users through trainings, best-practice guidance, and in-app support.
• Own and continuously improve the Help Center and FAQs to ensure readiness for new features and releases, reduce ticket volume, and enable self-service.
• Identify recurring issues, product friction, and customer feedback, translating them into actionable insights for Product and Engineering.
• Collaborate closely with Customer Success, Solution Consultants, Sales, Product, and Engineering to ensure a seamless customer experience from onboarding through daily usage.

Qualifications

• 3+ years of experience supporting enterprise procurement software or procurement-adjacent SaaS products.
• Proven experience owning or significantly contributing to a customer support function in a scaling environment.

Required Skills

• Strong customer empathy with the ability to stay calm, structured, and solution-oriented in high-pressure situations.
• Experience designing and optimizing support operations, including workflows, SLAs, automation, and reporting.
• High interest in AI technologies and a willingness to deeply learn how AI-driven systems function, interact, and can be leveraged to improve customer support and product usage.
• Ability and eagerness to go beyond surface-level understanding, debugging issues, tracing root causes, and collaborating closely with Engineering on technical topics.
• Excellent written and verbal communication skills, able to explain complex topics clearly to customers.
• Hands-on, proactive mindset with a strong sense of ownership and accountability.
• Fluency in English; German, French, Spanish, or additional languages are a plus.
• Experience with Intercom or similar tools is a strong advantage.

Preferred Skills

• Deep curiosity about technology, constantly seeking to understand how systems interact, how data flows, and how modern AI capabilities can be applied in real-world contexts.
• Enjoy learning new tools, exploring technical concepts, and staying on top of emerging trends in AI and software systems.
• Thrive in a product-driven, startup-style culture where collaboration, learning, and continuous improvement are part of everyday work.