Customer Support Manager for SaaS

We are an AI-powered advertising platform for musicians. Our users are independent artists spending their own money to promote their music, so support is where we either earn their trust or lose them. We're looking for someone to handle day-to-day support: answer tickets and chats quickly and clearly, solve real problems, and keep our artists happy. What you'll do: 1. Respond to support tickets, chat, and email — fast, clear, and helpful 2. Answer questions about campaign performance: read a user's Meta campaign and explain what's happening in plain language 3. Work alongside our AI support agent, handling what it can't 4. Flag recurring issues and bugs to the team What we need: 1. Customer support experience, ideally in SaaS or a digital product 2. Working knowledge of Meta Ads — you can open Ads Manager, read a campaign, and explain results to a non-technical artist. This is a requirement, not a bonus. 3. Clear, calm written English, especially with frustrated users 4. Comfort with AI tools Bonus: Background in music or music marketing Experience with AI/chatbot support tools