Support Manager, Customer Experience
New
United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years in customer support, with at least 2 years managing a team of 5 or more agents directly
- Required Skills
- Data AnalysisQuality AssuranceTechnical supportSaaSZendesk
Requirements
- 5+ years in customer support, including 2+ years managing a team of 5+ agents.
- Experience building support systems, QA frameworks, and escalation paths.
- Hands-on administrative/configuration experience with Intercom, Zendesk, or similar platforms.
- Proven track record of developing agents and coaching for performance.
- Data literacy with experience presenting metrics to leadership.
- Strong communication skills for feedback, updates, and executive presentations.
- SaaS support experience, particularly with SMB-facing products.
- Experience managing technical support or bug escalation pipelines.
- Familiarity with AI-assisted support tools.
- Experience in fitness, wellness, or adjacent SMB verticals is a plus.
Responsibilities
- Run weekly 1:1s, manage performance, and own scheduling and coverage modeling.
- Define tiered SLA standards, routing logic, and bug escalation paths.
- Monitor queue health daily and maintain the full metrics stack.
- Audit help center content and configure AI support tools like Fin.
- Run team training programs and onboarding.
- Surface support patterns to Product and Engineering and lead incident response.
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