- Junior
About Almabase
Almabase helps educational institutions setup robust digital solutions that transform how educational non-profit organisations connect with their communities.
Think of Almabase as the digital bridge that connects schools, colleges, and universities with the people who care about them most—alumni, donors, volunteers, and other supporters. Our platform enables these educational institutions to build meaningful relationships that ultimately advance their educational mission, fund vital scholarships, and enhance the quality of education they provide.
What sets Almabase apart is our unique understanding of the educational non-profit ecosystem, technology and design. Recently recognized among the top 50 non-profit software solutions globally by G2, Almabase has earned the distinction of being the only alumni relations platform to achieve this recognition. This achievement reflects our deep commitment to creating specialized tools that address the particular challenges educational institutions face in community building and engagement.
Our approach works by unifying fragmented data that often exists across different systems within educational organizations. We then build upon this unified foundation with three distinctive product suites that provide customers with everything they need: digital engagement toolkits for meaningful community interaction, comprehensive event management solutions for both virtual and in-person gatherings, and sophisticated giving pages that make philanthropy accessible and impactful.
The result is a comprehensive system that empowers educational non-profits to work more efficiently, engage their communities more effectively, and ultimately further their educational missions with greater impact and purpose.
🎯 About the Role
We’re looking for a Support Manager to lead our Support function with empathy, strategic thinking, and operational excellence.
You’ll be responsible for:
Driving both qualitative and quantitative excellence in support.
Mentoring a high-performing team.
Collaborating cross-functionally with Product, Engineering, and Customer Success.
Creating a seamless, efficient, and high-quality support experience for our customers.
This role is ideal for someone who is not only a strong strategist but also an excellent support agent themselves.
📌 Key Responsibilities
Manage and coach the Support team to deliver fast, helpful, and empathetic customer service.
Own and optimize support metrics: FRT (First Response Time), TTC (Time to Close), CSAT, CES.
Identify product knowledge or delivery gaps and close them through structured guidance.
Build, document, and refine SOPs and internal processes to scale support effectively.
Collaborate with:
Engineering on resolving bugs and technical escalations.
Product to share customer insights and influence roadmap decisions.
Customer Success on escalations and cross-team coordination.
Surface insights from conversations to identify themes and trends.
Create dashboards and reports to track support health.
Actively handle high-priority conversations as needed.
Plan and support career paths and growth opportunities for team members.
✅ Requirements
At least 3 years of experience in customer-facing roles, with at least 1 year in a leadership role.
Strong understanding of what makes for a world-class support experience.
Data-driven mindset with the ability to interpret and act on performance metrics.
Excellent written and verbal communication skills.
Empathy, curiosity, and a problem-solving attitude.
Proficiency with tools like Intercom, Help Docs, Asana, and basic reporting tools.
Experience collaborating cross-functionally with Product and Engineering teams.
⏰ Work Timings
You will primarily support US educational institutions, so your working hours will be:
6:30 PM to 3:30 AM IST
📆 What does your 1st year look like at Almabase?
📍 First Month
Understand the higher ed space and how Almabase supports alumni engagement and fundraising.
Gain full context on Support KPIs (FRT, CSAT, CES, TTC) and team structure.
Get hands-on with tools: Intercom, Slack, Asana, internal dashboards.
Shadow customer conversations and support escalations.
Review and understand existing SOPs and help documentation.
Meet 1:1 with team members across Customer Services, Product, and Engineering.
📍 By the 3rd Month
Take ownership of queue management, daily standups, and weekly team reviews.
Identify and start closing training gaps for individual team members.
Propose and roll out 1–2 improvements to existing processes or triage workflows.
Start collaborating with Engineering and Product to reduce support overhead and effort.
Prepare your first monthly support health report and share it with leadership.
📍 By the 6th Month
Independently own SLA and quality metrics for support.
Own 1–2 strategic initiatives to improve response quality or reduce customer effort.
Collaborate with CSMs and Product Managers on proactive issue prevention and knowledge sharing.
Own onboarding and upskilling of a new CSA, if applicable.
Establish a recurring internal training rhythm and knowledge-sharing structure.
Finalize growth plans for each team member and start execution.
📍 The 1-Year Mark
Strategically lead Support planning and execution for the next year.
Build quarterly support goals aligned with org-wide business objectives.
Run regular support retrospectives to review performance and improve processes.
Help define team structure and hiring needs as the team scales.
Champion the voice of customer internally to influence product and service improvements.
Serve as the go-to partner for the Director of Services for all things Support.
Why should you join our support team?
Own the Customer Experience
You’ll shape and lead the Support experience end-to-end. From first response to final resolution, you’ll influence how customers feel supported and valued.
Work with a Lean, Talented Team
You’ll manage a focused and motivated support team, where every individual is a contributor—not just a cog. You’ll mentor, grow, and build alongside them.
Be Close to the Product, Sharpen Your Problem Solving
You’ll build deep expertise across our entire product, becoming a go-to problem-solver. If you love understanding how things work, digging into edge cases, and mentoring others through it—you’ll thrive here. Our Support team doesn't just answer queries—they uncover patterns and solve meaningful problems.
Cross-Team Collaboration
You’ll work closely with Engineering, Product, and Customer Success—not in silos. Your feedback and ideas will drive decisions.
Autonomy, Transparency & Ownership
We work in the open. You’ll have full visibility into what’s happening across the company—no surprises, no blind spots. At the same time, you’ll have the autonomy to shape your team, own your goals, and drive initiatives that move the needle. You’ll work directly with the Director of Services and influence company-wide priorities.
