Senior Manager, Global Customer Support
New
G
GOARCB2B SaaS
Remote - North America with preference for Central or Eastern time zone, Central or Eastern time zoneFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 7+ years
- Required Skills
- Technical supportCRMChange ManagementSaaS
Requirements
- 7+ years in customer support, technical support, service delivery, or related customer-facing functions in a B2B SaaS environment.
- Experience building or significantly transforming a customer support organization in a high-growth SaaS setting.
- Proven experience designing or maturing tiered support models, including triage, escalation, and SLA frameworks.
- Strong analytical skills with ability to distinguish configuration issues from product defects.
- Demonstrated experience implementing or optimizing support ticketing platforms and knowledge management systems.
- Exceptional written and verbal communication skills, including experience with executive-level escalations.
- Strong change management capability for transitioning informal processes into structured, centralized functions.
- Proven ability to operate independently and define strategy in ambiguous environments.
Responsibilities
- Design and implement a tiered support model matching issue complexity to appropriate resources.
- Build a deflection strategy through self-service infrastructure and knowledge base development.
- Own Tier 1 support operations and define escalation protocols for Tier 2 and Tier 3 issues.
- Design a global 24x7 coverage model using follow-the-sun or automation strategies.
- Select and implement a modern ticketing platform integrated with CRM and Customer Success systems.
- Analyze support trends and root causes to improve product usability and documentation.
- Collaborate with Product, Engineering, and Customer Success to ensure seamless support journeys.
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