Manager, Customer Support
New
B
BloomerangSaaS Nonprofits
Within the U.S. and select Canadian Provinces onlyFull-TimeManager
Salary$56,100 - $80,000. You may also be eligible for a discretionary bonus.
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Job Details
- Experience
- 3+ years of experience managing teams within a customer support environment
- Required Skills
- Data AnalysisOperations ManagementTeam managementSaaSCustomer support
Requirements
- 3+ years of experience managing teams within a customer support environment.
- Proven track record of driving performance and engagement.
- Demonstrated ability to mentor and develop early-career professionals.
- Clear and confident communication skills for stakeholder alignment.
- Proactive ownership and ability to identify issues early.
- Experience setting clear expectations and providing constructive feedback.
- Strong analytical skills to use metrics for decision-making.
- Understanding of how to balance speed and accuracy in support workflows.
- Experience with SaaS products (preferred).
- Exposure to AI-powered support tools or automation (preferred).
- Experience partnering cross-functionally with Product and Engineering teams (preferred).
Responsibilities
- Own daily and weekly performance across support channels (email, chat, phone), including wait times, backlog, resolution quality, and customer sentiment.
- Actively manage capacity, volume, and priorities to anticipate issues.
- Ensure customers receive clear, accurate, and empathetic support during high-volume periods.
- Use data to identify and communicate trends, risks, and opportunities.
- Lead, coach, and develop a team of Support Specialists focusing on accountability and growth.
- Partner with Support Operations, Enablement, and Knowledge teams to adopt and improve AI-assisted support.
- Communicate clearly with stakeholders at multiple levels.
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