Senior Support Manager

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Requirements:

• 3+ years of experience in customer support.
• At least 1 year in a managerial or team lead role, preferably in a SaaS or tech environment.
• Strong communication skills.
• Leadership and problem-solving skills.
• Proficiency with customer support tools (e.g., Zendesk, Freshdesk, or similar).
• Passion for delivering a positive customer experience.
• Ability to analyze support metrics and make data-driven decisions.
• Collaborative mindset and ability to work cross-functionally.
• Comfortable working in a fast-paced and evolving environment.

Responsibilities:

• Lead Daily Customer Engagement: Ensure all customer inquiries are promptly addressed within established SLAs and handle escalated issues.
• Support Team Leadership and Development: Manage and develop a team of customer support specialists.
• Technical Troubleshooting (Level II Support): Conduct in-depth investigations to resolve complex issues.
• Regression Testing Oversight: Design and execute manual regression testing processes.
• Integration Partner Coordination: Stay updated on partner API changes for timely communication.
• Customer De-escalation: Meet with customers to troubleshoot and resolve escalated concerns.
• Performance Metrics and Reporting: Establish KPIs and report findings to senior management.
• Enhance Customer Satisfaction: Track feedback and develop strategies to improve satisfaction.
• Cross-Functional Collaboration: Work closely with product and engineering teams for feedback and enhancements.
• Process Optimization: Review and refine support workflows to enhance efficiency.
• Documentation Management: Maintain up-to-date support documentation.