Customer Support Manager

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

📋 Description

• Lead a team consisting of 15 members, which includes 12 Customer Support Representatives and three vertical leads.

• Take ownership of team KPIs and the operational model for support.

• Report directly to the Senior Director of Customer Success.

• Recruit, onboard, and mentor team members.

• Establish expectations and create individual development plans.

• Eliminate organizational, process, and technology barriers.

• Advocate for both the team and customers with senior leadership and cross-functional partners.

• Utilize Salesforce data to uncover trends, root causes, automation possibilities, and expansion prospects.

• Manage KPIs such as response and resolution times, SLA achievement, QA scores, customer satisfaction, and proactive work time.

• Develop and maintain the team's operational playbook, standard operating procedures, and relevant documentation.

• Identify and utilize AI-enabled tools and automation solutions.

• Oversee the escalation process in collaboration with Product and Operations teams.

• Lead customer communications during outages of the platform and third-party data providers.

• Initiate proactive customer outreach, health-score-driven discussions, and adoption initiatives.

• Collaborate with IT, Product, and leadership to enhance the customer knowledge base and automate case-object processes.

• Establish support infrastructure and coaching methodologies to assist representatives in identifying expansion opportunities.

⛳️ Requirements

• Minimum of 5 years of experience in customer support.

• At least 3 years of experience in a managerial role.

• Experience in B2B SaaS customer support, including managing queues, SLAs, QA, and KPI dashboards.

• Proficient in Salesforce Service Cloud, with the ability to build reports and dashboards independently.

• Capability to map workflows and configure or prototype process enhancements.

• Proficient in using data to derive insights and solutions, rather than merely reporting results.

• Hands-on experience with AI and automation tools for support.

• Experience in fleet, telematics, insurance, or motor vehicle record data is preferred.

• Ability to thrive in a fast-paced, high-ambiguity environment with multiple concurrent initiatives.

🏝️ Benefits

• Flexible and generous Paid Time Off and Paid Volunteer Days.

• 401k Employer Match.

• Comprehensive Healthcare Benefits.

• Up to 12 weeks of paid maternity leave based on tenure.

• Wellness & Tuition Reimbursement.

• Flexible Work Arrangements.

• Abundant SambaSafety merchandise and events.