Senior Customer Support Manager
New
C
CordanceB2B SaaS
United States - RemoteFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 8+ years of experience in customer support or technical support in a B2B SaaS environment
- Required Skills
- People ManagementSalesforceTechnical supportCustomer supportHubSpotZendesk
Requirements
- 8+ years of experience in customer support or technical support in a B2B SaaS environment.
- Prior people management experience with direct reports in a support or customer-facing function.
- Proven ability to develop support talent and deliver performance feedback.
- Strong operational fluency in queue health and SLA performance.
- Experience managing team performance across multiple levels of seniority.
- Demonstrated track record of driving support quality improvement.
- History of cross-functional influence across Product and Engineering.
- Experience with support tooling such as Zendesk, Salesforce, HubSpot, or TeamSupport.
- Exceptional communication skills for managing executive escalations.
- Experience leading remote or distributed support teams.
Responsibilities
- Carry direct responsibility for a portfolio of complex, high-priority, or escalated customer situations.
- Lead and develop a team of Customer Support Managers, Team Leads, and/or Support Specialists.
- Support customers across multiple SaaS products, ensuring consistent service quality.
- Serve as the senior escalation point for executive-level customer issues.
- Draft and guide high-impact customer communications during critical account situations.
- Coach managers and team members through complex customer interactions.
- Partner with Product, Engineering, and Customer Success leadership to drive resolution plans.
- Maintain visibility into team performance metrics, SLA adherence, and escalation trends.
- Establish scalable operational processes, escalation frameworks, and communication standards.
- Lead root cause analysis and drive knowledge management strategy.
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