Job Description
As our Technical Support Manager, you will own the support function for our PLG user base end-to-end. You are stepping into a functioning operation, Fin AI is already live and handling the majority of chat volume, core automations are in place, and the billing ops workflow is established. Your job is to own it, raise the bar, and extend it.
You will have full authority over how support, billing ops, and customer education work at Wiza. You will set the standards, improve the tools already in place, push the AI agents further, and decide what gets automated next vs. what still needs a human.
What You Will Own
Customer Support Experience (~55%)
- Own support for all PLG users end-to-end: product inquiries, billing questions, account issues, and technical troubleshooting
- Own the operational side of the PLG motion: subscription changes, refunds, credit adjustments, plan migrations, and billing escalations
- Own and maintain the h...