Customer Support Manager - B2B SaaS
New
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JobgetherB2B SaaS
India, US business hours / night shiftFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 8+ years of customer support experience within a B2B SaaS environment; 3+ years of experience managing or leading a customer support team.
- Required Skills
- ZendeskCustomer support
Requirements
- 8+ years of customer support experience within a B2B SaaS environment.
- 3+ years of experience managing or leading a customer support team.
- Hands-on experience providing customer support through email, chat, and voice channels.
- Excellent written and verbal English communication skills.
- Strong experience with support platforms such as Help Scout, Zendesk, or similar systems.
- Solid understanding of ticket management, escalation processes, SLAs, CSAT, and customer satisfaction metrics.
- Demonstrated ability to monitor team performance and use support data to drive operational improvements.
- Experience developing and improving support processes, workflows, documentation, and knowledge bases.
- Ability to work effectively as an individual contributor while also leading and supporting a team.
- Strong problem-solving and decision-making skills, particularly when handling complex customer issues.
- Ability to work independently, prioritize competing responsibilities, and maintain accountability with limited supervision.
- Comfortable managing a team and support operations during the US/night shift.
Responsibilities
- Ensure consistent, high-quality customer support across email, chat, and voice channels.
- Establish, maintain, and improve support standards, guidelines, and service expectations.
- Act as the primary escalation point for complex or sensitive customer issues and drive timely resolution.
- Monitor team performance, KPIs, SLAs, CSAT, quality metrics, and other indicators of support effectiveness.
- Identify opportunities to improve support workflows, processes, documentation, and knowledge base resources.
- Collaborate closely with Product, Engineering, and other internal teams to resolve customer issues and communicate recurring feedback.
- Analyze customer feedback and support trends to identify opportunities for product, process, and customer experience improvements.
- Work directly with customers and handle support tickets and calls as an individual contributor when required.
- Lead and manage support operations during the US shift while maintaining high standards of responsiveness and service quality.
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