Senior Manager, Support
New
B
BoulevardSaaS / Self-care
Remote - USA, 9-6, M-F in their local time zoneFull-TimeManager
Salary135,000 USD per year
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Job Details
- Experience
- 5-10+ years Support management experience
- Required Skills
- Data AnalysisPeople ManagementSalesforceJiraSaaSZendesk
Requirements
- 5-10+ years of Support management experience in a fast-paced SaaS startup.
- Experience managing a multi-tier Support team for technical platforms.
- Proficiency with ticketing platforms (e.g., Zendesk, Intercom, Salesforce) and Jira.
- Strong understanding of incident response protocols.
- Ability to analyze data and identify trends to measure impact.
- Demonstrated experience in building team-level infrastructure and processes.
- Exceptional verbal and written communication skills.
- Ability to work 9-6 M-F in local time zone with flexibility for on-call.
Responsibilities
- Hire, coach, and empower a diverse team of multi-tier Support Specialists and managers.
- Monitor team performance, queues, and inboxes to ensure SLA targets are met.
- Analyze team performance and ticket data to drive improvements.
- Own and deliver complex support projects aligned with KPI/OKR goals.
- Act as a Support Incident Commander for incident response protocols.
- Perform and oversee QA to maintain high standards of customer communication.
- Collaborate with cross-functional partners in Product, Engineering, and Operations.
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