Support Team Manager at Cortex-Labs About the role Cortex Labs is building a desktop-native collaboration product for organizations working with sensitive information. We are looking for a Support Team Manager to build, manage, and operate our customer support function. This is a non-technical management role. You will not write code, debug software, or work on cybersecurity systems. Your responsibility is to ensure that users receive timely, professional, and structured support, and that support operations run smoothly as the product scales. What you will do Build and manage the customer support process from day one Lead and coordinate a small support team (remote) Define support workflows, escalation paths, and response standards Monitor incoming support requests and ensure timely resolution Communicate with customers in a clear, professional manner Collect recurring issues and feedback and report them to leadership Coordinate with internal teams to ensure consistent customer experience Maintain documentation, FAQs, and internal support guidelines