Customer Support Manager

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

📋 Description

• Lead, mentor, and enhance the skills of a team of Customer Support Representatives.

• Cultivate a cooperative team environment.

• Manage SLA compliance, prioritize queues, and handle escalations effectively.

• Track customer sentiment and manage support renewal processes.

• Compose communications for incidents and special customer situations.

• Collaborate closely with Engineering and Product teams to address bugs.

• Analyze key support metrics and deliver regular reports to leadership.

⛳️ Requirements

• Over 2 years of experience in people management within a customer support or service setting.

• 3 to 5+ years of experience in customer support roles in a SaaS, data, or tech-enabled services company.

• Strong skills in documentation and knowledge management.

• Familiarity with SaaS tools including Ticketing systems (Zendesk, Freshdesk), CRM systems (Salesforce Service Cloud), and LMS platforms (Skilljar).

• Exceptional written and verbal communication abilities.

• Strong organizational skills and meticulous attention to detail.

• High emotional intelligence and a customer-centric approach.

• Bachelor’s degree or equivalent professional experience.

🏝️ Benefits

• Fully remote work with a vibrant company culture.

• Comprehensive medical, dental, and vision plans through Blue Cross Blue Shield, including a $0 cost plan for employees and subsidized coverage for dependents.

• 401k plan with employer matching contributions.

• Flexible Paid Time Off.

• $250 allowance for new hires for home office setup.