Manager, Customer Support
New
S
Sprout SocialSaaS customer support
Location: Remote USFull-TimeManager
Salary85,600 - 107,000 USD per year
Apply NowOpens the employer's application page
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 ManagementSalesforceSaaSZendeskCustomer support
Requirements
- Bring 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, multi-channel teams and driving performance results through deep KPI understanding.
- Demonstrate project management experience, including driving operational improvements, securing resources, and removing blockers.
- Bring experience scaling diverse teams in a fast-paced, high-volume SaaS environment.
- Be prepared to lead multichannel support across chat, email, and phone.
- Experience managing support tools such as chat or ticketing platforms and CRMs is preferred.
- Experience with Zendesk and/or Salesforce is a plus.
- Experience leading complex cross-functional initiatives, such as integrating acquired teams, standardizing workflows, or building centralized knowledge repositories, is preferred.
- A technical background or degree, such as CS or IT, is preferred.
- Proficiency with social media and emerging AI technologies is preferred.
Responsibilities
- Integrate newly acquired support teams by building relationships with engineering, sales, and success and establishing processes and knowledge repositories.
- Lead 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 the Support organization and Sprout to represent the voice of the customer.
- Conduct performance check-ins, coaching conversations, and career development discussions with individual contributors and/or Team Leads.
View Full Description & ApplyYou'll be redirected to the employer's site
