Manager of Customer Support, London

About the role

CodeRabbit builds systems that pair human developers with artificial intelligence to improve software review processes. We are looking for a leader to manage our EMEA support operations and help our users get the most value from our platform.

Key facts

What you'll do

• Hire and supervise Level 1 and Level 2 support staff.
• Train and mentor team members to improve performance.
• Create and maintain support workflows and internal processes.
• Represent user needs to internal product and engineering teams.
• Resolve technical issues by troubleshooting and debugging directly with customers.
• Teach users best practices for the CodeRabbit platform.
• Monitor customer data and report on support metrics.
• Build documentation for internal and external knowledge bases.
• Test new features to improve product serviceability and support automation.
• Participate in a scheduled rotation for weekday and off-hours support.

Requirements

• Minimum 3 years of experience managing technical support or customer-facing technical teams.
• Minimum 10 years of total experience in software engineering, technical support, or related fields.
• Strong verbal and written communication skills for interacting with a global customer base.
• Demonstrated ability to manage modern ticketing and support infrastructure.

Nice to have

• Bachelor degree in engineering, computer science, mathematics, or a related technical discipline.
• Ability to write scripts or code.
• Familiarity with code review workflows.
• Experience with debugging, RCA, and observability tools.
• Understanding of software development tools like Git, GitHub, CI/CD, VS Code, and Cursor.
• Background in sales, customer success, or professional services including MEDDPICC.

Skills & tools

• Ticketing systems
• Technical support management
• Customer success methodologies
• Debugging and troubleshooting
• Software development lifecycle knowledge

Practical notes

• This is a hybrid position based in London.
• The package includes salary, equity, and benefits.
• Submit your resume to apply.