Manager, Customer Support
New
S
Sprout SocialSaaS customer support
Sprout maintains a remote workforce in many places in the United States. However, we are not set up in all states, so please look at the drop-down box in our application to see whether your state is listed.Full-TimeManager
Salary85,600 - 107,000 USD per year
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Job Details
- Experience
- 6+ years in a high volume, real time Customer Support role in SaaS or B2C Technical Support; 1+ years experience leading distributed, dynamic, multi-channel teams
- Required Skills
- Project ManagementSalesforceSaaSZendeskCRMCustomer support
Requirements
- Have 6+ years in a high-volume, real-time Customer Support role in SaaS or B2C Technical Support.
- Have 1+ years of experience leading distributed, dynamic, multichannel teams and driving performance results.
- Demonstrate a deep understanding of KPIs.
- Bring demonstrated project management experience.
- Show a track record of driving operational improvements, securing resources, and removing blockers for a team.
- Have experience managing support tools such as chat or ticketing platforms and CRMs; Zendesk and/or Salesforce experience is a plus.
- Have experience leading complex cross-functional initiatives, such as integrating acquired teams, standardizing workflows, or building centralized knowledge repositories.
- A technical background or degree, such as CS or IT, is preferred.
- Bring strong internal and external communication skills and empathy for customers and employees.
- Have proficiency with social media and emerging AI technologies.
Responsibilities
- Integrate newly acquired support teams by building relationships with Engineering, Sales, and Success and establishing processes and knowledge repositories.
- Lead a group of individual contributors through a Diversity, Equity and Inclusion lens.
- Oversee coverage needs, team capacity, performance, and growth against qualitative and quantitative KPIs.
- Identify operational risks, including volume spikes, system issues, and major bugs, and lead real-time response plans.
- Develop scalable support processes and centralized knowledge repositories.
- Build relationships with account and Engineering teams to drive changes for teams and customers.
- Collaborate across Support leadership and the broader organization to represent the voice of the customer.
- Conduct performance check-ins, coaching conversations, and career development discussions with individual contributors and Team Leads.
- Project-manage initiatives to improve customer and employee experiences and support departmental planning and forecasting.
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