Manager of Customer Support
New
Based in the United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5–7+ years
- Required Skills
- Data AnalysisCoachingCustomer supportSaaS
Requirements
- 5–7+ years of experience in technical support, customer support, or customer experience roles, including leadership responsibilities in SaaS environments
- Proven experience managing or leading teams in a multi-channel contact center or support environment
- Strong background in coaching, mentoring, and developing customer support or service teams
- Experience working cross-functionally with Product and Engineering teams in an agile or fast-paced environment
- Ability to manage inbound support queues across multiple channels (email, chat, phone, and case systems)
- Strong operational mindset with experience improving processes, workflows, and team performance at scale
- Excellent communication and interpersonal skills with the ability to build trust across teams and with customers
- Comfortable working with customers ranging from small businesses to large enterprise organizations
- Data-driven approach to decision-making and performance management
Responsibilities
- Lead, coach, and develop a team of customer support specialists to deliver high-quality, consistent, and empathetic service across all channels
- Oversee daily support operations across inbound queues including case management, chat, and phone support, ensuring service level objectives are met
- Own hiring, onboarding, training, mentoring, and performance management processes to build a high-performing support organization
- Design and implement scalable, customer-centric processes and workflows that improve efficiency and service quality
- Partner closely with Product and Engineering teams to escalate customer feedback, prioritize bugs, and influence product enhancements
- Monitor and report on key performance metrics to drive continuous improvement in team productivity and customer satisfaction
- Foster a collaborative and positive team culture aligned with company values and customer-centric principles
- Ensure effective communication and coordination across Customer Experience and broader organizational teams
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