Support Supervisor

About Us 

We’re Dayshape—an award-winning software scale-up with big ambitions and the momentum to match. Trusted by Big Four and many other top professional services firms globally, our AI-powered resource management platform is helping organisations to achieve extraordinary results.   

Our platform stands apart as the only solution that combines advanced AI, real-time project financials, and firm-wide insights to elevate resource management to a strategic function. By driving profitable growth, powering confident decisions, and ensuring satisfied clients and teams—we're helping our customers build strong organisations and careers for the long term. 

Why our customers love Dayshape: 

• We help professional firms optimise margins and increase revenue, unlocking access to more profitable work.   

• We provide complete operational visibility today and the tools to confidently predict tomorrow.   

• We empower firms to become the places where top talent wants to work -  and the best clients want to work with.  

Recognised as Scotland’s fastest-growing tech company in the Deloitte Technology Fast 50 for three consecutive years and more recently as the Enterprise Digital Tech Business of the Year at the 2024 ScotlandIS awards, we’ve consistently proven our ability to innovate and deliver real impact—and we’re always looking for like-minded people to join us.  

At Dayshape, our purpose is to improve people's working lives, and our culture is an important driving force in helping us to do just that. We're a friendly, inclusive, and ambitious team—driven by our values and a shared commitment to success. If you’re ready to join a fast-growing, high-impact company that’s reimagining resource management, then let’s talk. 

About the role 

Dayshape’s presence in the US has grown rapidly, and we’re now further establishing our dedicated support function. You’ll play a key role in shaping and building this team as we grow. 

Our Support Supervisors excel at developing people, improving processes, and ensuring our customers receive an exceptional experience. You’ll lead a small, distributed support team, balancing hands on ticket work with coaching, operational oversight, and continuous improvement. This role blends people leadership, operational excellence, and technical problem‑solving. Around 20% of your time will focus on line management, with the rest dedicated to driving support delivery.  

That’s where you come in. 

 What you’ll do 

• Lead and develop a newly forming support team, ensuring they have the guidance, clarity, and coaching needed to deliver consistently high‑quality customer support. 
• Oversee day to day support operations, including prioritisation, SLA management and escalations including leading on P1 incident management.
• Use your product and technical knowledge to support complex cases, identify recurring issues, and collaborate on long‑term solutions.
• Partner with Product, Engineering, and CX leaders to ensure customer‑impacting issues are communicated, understood, and addressed effectively. 
• Track and improve key support metrics, including response times, aged tickets, and operational efficiency. 
• Champion a culture of learning, accountability, and continuous improvement and encouraging knowledge sharing. 
• Represent Support within cross functional discussions, providing insights into customer needs, trends, and operational impacts. 

About you 

• You have significant experience leading a technical support function, ideally in a fast‑moving, customer facing environment. 
• You are a strong communicator who can confidently manage stakeholders across a customer’s organisation 
• You bring a solid understanding of support operations including incident handling, troubleshooting, SLAs, prioritisation, and setting customer expectations. 
• You are comfortable leading others, whether through coaching, mentoring, or acting as the team’s go to person for clarity and guidance.
• You excel at breaking down complex issues into clear, actionable steps, and you’re confident making decisions when situations are ambiguous or time‑sensitive. 
• You learn new tools, products, and technical concepts quickly, and you can translate complexity into simple, practical guidance for colleagues and customers. 
• You’re motivated by continuous improvement, always looking for ways to enhance customer experience, refine processes, and strengthen team efficiency. 
• You naturally consider the broader customer and operational impact of decisions whether related to delivery, prioritisation, or ticket handling. 

Bonus points if you have 

• Experience working with Professional Services firms or Public Accounting customers. 
• Experience working with, implementing or supporting HR/ERP systems such as SAP, Workday etc. 
• Scaled a support function across distributed timezones. 

What you’ll get 

• Salary $105-$125,000, dependent on experience 

• 31 days' vacation per year, including public holidays, and increasing by 1 day each year to a maximum of 38 days. 

• Paid four-week sabbatical in your fifth anniversary year on top of your holiday entitlement. 

• Comprehensive medical, dental and vision benefits 

• Disability and life insurance 

• 401k 

• At least $1,400 per year to spend on professional and personal development. 

• Regular All Hands meeting for inspiration and over-communication 

• Monthly team events (sometimes in-person, sometimes virtual). 

• Volunteering time – up to 20 hours a year to participate in volunteer work. 

• Genuinely nice, smart people to work with, who are excited about growing our company 

Working Details 

This is a full-time role (37.5 hours per week). We typically work from 09:00 - 17:30 from Monday to Friday, though we can be flexible around this, just let us know. We are ideally looking for someone based in Austin, Texas as we already have a few of our support team and wider team based here.

Join the team! 

Equality of opportunity is more than just a responsibility: we believe it’s a huge advantage to welcome a variety of experiences and perspectives into the team. Diversity is a great asset and, as such, we strongly encourage applications from any background. 

This is your opportunity to really influence how we get things done, and how our support function in the US operdates. We're doing well, but there's lots more to do in order to maintain the high bar and pace that we've set. 

Everyone here is growing personally as the company grows, so if that sounds like something you’d like to be part of, we’d love to see your application. The deadline for applications is Thursday 19th March at 9am CST. Initial screens and interviews will be conducted around this date, so it won't be long before you hear back from us.

Please note the successful candidate for this role may be subject to background checks and will have an opportunity to declare anything to us beforehand.