Customer Support Manager

New

HSISaaS support

Workable workplace: remote; Workable locations: United States; Location: United StatesFull-TimeManager

Salary65,000 - 75,000 USD per year

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Job Details

Experience: 3+ years of progressive experience in customer support or technical support within a SaaS, software, or technology environment; 1+ years of people-management experience
Required Skills: People ManagementSalesforceSaaSZendeskTechnical supportCustomer support

Have 3+ years of progressive customer support or technical support experience in a SaaS, software, or technology environment.
Have 1+ years of people-management experience leading, coaching, and developing a frontline customer or technical support team.
Have experience managing support operations, including ticket or case queues, customer escalations, SLAs, staffing coverage, and performance KPIs.
Demonstrate experience using support metrics and operational trends to manage performance, identify issues, and guide decisions.
Be able to coach employees, set clear expectations, address performance concerns, and build team capability.
Bring strong problem-solving and judgment, including the ability to identify recurring issues, investigate root causes, and coordinate solutions across teams.
Have strong written and verbal communication skills for technical and nontechnical audiences.
Have a bachelor’s degree in a related field or an equivalent combination of education and relevant experience.
Preferred: Experience leading support across multiple SaaS products or a complex software portfolio.
Preferred: Familiarity with Salesforce, Zendesk, Freshdesk, or similar customer support platforms.
Preferred: Experience leading support-process improvements, departmental initiatives, or cross-functional problem resolution.
Preferred: Familiarity with AI, automation, or self-service tools used to improve support operations and customer experience.

Lead, coach, and develop Tier 1 and Tier 2 Customer Support Representatives through feedback, performance management, career development, and recognition.
Manage phone, email, and case-management support operations, including scheduling, staffing coverage, workload allocation, queues, and service levels.
Monitor customer satisfaction, response and resolution times, quality, case backlog, productivity, and phone-support measures to guide decisions.
Serve as the escalation point for complex customer issues and high-priority incidents, supporting timely communication and service recovery.
Analyze support cases, customer feedback, and operational trends to identify recurring issues, risks, and service improvements.
Investigate customer-impacting issues and partner with Product, Engineering, and Quality on root-cause analysis and resolution.
Translate customer issues, enhancement requests, usability concerns, and adoption challenges into actionable feedback for internal teams.
Improve support processes, workflows, knowledge resources, and operating procedures across HSI’s SaaS products.
Lead departmental initiatives and advance practical uses of AI, automation, and self-service to improve support operations.

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