Manager, Customer Support
J
JobgetherB2B SaaS
Based in United StatesFull-TimeManager
SalaryAnnual base salary of $104,000–$124,000
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Job Details
- Experience
- 5+ years of experience in customer support, technical support, or service delivery within a B2B SaaS environment, including at least 2 years of direct people management.
- Required Skills
- Data AnalysisPeople ManagementCustomer SuccessZendeskTechnical support
Requirements
- 5+ years of experience in customer support, technical support, or service delivery within a B2B SaaS environment.
- At least 2 years of direct people management experience.
- Strong technical foundation with ability to work with data pipelines, integrations, and platform troubleshooting.
- Proven experience building scalable support structures, including tiering, escalation processes, and quality assurance.
- Demonstrated ability to guide teams through organizational or process changes.
- Experience implementing or launching AI-assisted or automated customer support tools.
- Experience creating and maintaining customer-facing content such as Help Center documentation.
- Working knowledge of ticketing platforms such as Zendesk or equivalent.
- Data-driven approach to managing SLAs, quality, and customer satisfaction.
Responsibilities
- Lead, coach, and develop the Customer Support team through regular 1:1s, performance management, and structured training.
- Build and maintain a skill-tier system with documented escalation paths.
- Own Support SLAs, ticket quality, customer satisfaction, and service standards.
- Establish repeatable processes for high-touch customer engagements.
- Track and communicate key performance metrics such as response times, backlog, and CSAT.
- Own the Help Center and in-product guidance to ensure organized, customer-facing resources.
- Lead the development and evolution of AI-assisted support triage and first-response layers.
- Partner with Implementation, Customer Success, Product, and Engineering to resolve complex issues.
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