Manager, Customer Support
New
A
ArchyDental SaaS
United States, Pacific or Mountain TimeFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 6+ Years
- Required Skills
- SalesforceZendesk
Requirements
- 6+ Years of SaaS Support Experience
- Significant experience in a leadership role at a fast-growing SaaS company (Series A–B experience preferred)
- Demonstrated ability to manage and inspire remote teams
- Strong background in scaling support functions and improving workflows
- Experience with Zendesk, Salesforce, or Intercom
- Comfortable navigating technical issues across multiple systems
- Ability to bring structure to ambiguity
- Leverages AI tools and automation in everyday work
- Exceptional Communication skills
- Prior experience in the dental or healthcare software space is a plus
- Exceptional personal organization
- Sense of ownership over team outcomes and the overall customer experience
Responsibilities
- Lead and mentor a team of up to 10 remote support representatives
- Conduct regular performance reviews, time tracking, and payroll management
- Own team metrics against SLAs, quality standards, and customer satisfaction (CSAT)
- Oversee day-to-day support operations, including ticketing system management, queue flow, and SOP creation
- Act as the final point of contact for complex customer issues
- Actively adopt and integrate AI tools into day-to-day workflows
- Partner with recruiting to hire and onboard new talent, while contributing to workforce and capacity planning
- Analyze support metrics and trends to uncover performance gaps and customer pain points
- Identify gaps in training resources and continuously improve internal and customer-facing documentation
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