Customer Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Guide, mentor, and nurture Customer Support Representatives and Support Specialists through coaching, performance management, career growth, and enhancement of technical skills.

• Set team objectives, service metrics, and ensure performance accountability.

• Formulate and implement the Customer Support strategy.

• Handle complex customer escalations and high-stakes support cases while taking on a player-coach role.

• Collaborate with customers and internal teams to address technical and operational challenges.

• Coordinate resolution efforts across various functions, including Customer Success, Sales, Product, Engineering, Professional Services, and Operations.

• Act as the main escalation point for critical cases and executive-level escalations.

• Conduct post-incident reviews to enhance support processes, knowledge, and customer outcomes.

• Track support trends, case volumes, backlog health, SLA performance, and customer satisfaction metrics.

• Ensure the implementation of standardized support workflows, knowledge management, proactive customer communication, and consistent case documentation.

• Identify recurring issues and collaborate with Product and Engineering for improvements and defect resolutions.

• Oversee 24x7 on-call staff and escalations.

• Design, document, refine, and scale support processes, workflows, knowledge articles, and operational best practices.

• Recognize opportunities for automation and technology enhancements, including AI and workflow optimization.

• Establish and maintain KPIs and dashboards for support performance, SLA compliance, customer satisfaction, backlog health, case quality, and productivity.

• Partner with different departments to communicate customer issues, prioritize defects, enhance transitions, support retention, and inform product roadmap decisions.

• Represent the voice of the customer by analyzing support cases, product challenges, feedback, and customer insights.

• Convert support analytics into actionable recommendations for product quality, customer experience, self-service, and operational effectiveness.

⛳️ Requirements

• 2–5+ years of experience in Customer Support, Technical Support, Service Delivery, or related SaaS roles.

• 1–4+ years of experience in managing people, specifically leading Customer Support or Technical Support teams.

• Proven experience in handling complex customer escalations and providing exceptional support experiences in an enterprise SaaS context.

• Track record of enhancing customer satisfaction, support quality, SLA performance, and operational efficiency.

• Excellent executive communication and customer-facing skills, capable of effectively managing high-impact customer situations and executive escalations.

• Experience collaborating across functions with Product, Engineering, Customer Success, Professional Services, and Operations.

• Strong analytical, troubleshooting, and problem-solving abilities, with experience utilizing support metrics and operational KPIs.

• Proven experience in developing and coaching high-performing support teams through performance management, quality assurance, and career development.

• Familiarity with enterprise SaaS, DevOps, QA, software testing, or developer tools.

• Experience with CRM, help desk, and customer support platforms such as Salesforce, Zendesk, Jira Service Management, or Freshdesk.

• Experience in managing SLAs, incident management, escalation processes, and support operations.

• Knowledge of knowledge management, support process optimization, workflow automation, and AI-assisted support tools.

• ITIL Foundation certification or equivalent experience with IT service management principles is advantageous.

• Must be authorized to work in the United States without sponsorship.

🏝️ Benefits

• Flexibility to work from anywhere within your country of employment – in-office, remote, or hybrid.

• Immediate access to a comprehensive health and wellness benefits package, including an annual wellness stipend.

• 401k plan with up to a 4% match and immediate vesting.

• Flexible and generous (FTO) time-off policy.

• Employee Stock Purchase Program.