Customer Support Manager – B2B SaaS

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Ensure a uniform and high-standard customer support experience across email, chat, and voice channels by adhering to established support protocols and guidelines.

• Serve as an escalation point for intricate customer inquiries and guarantee prompt resolutions.

• Oversee team performance metrics, including KPIs, SLAs, CSAT, and quality indicators.

• Develop, document, and enhance support procedures, workflows, and the knowledge base.

• Collaborate with Product, Engineering, and other internal teams to address issues and relay customer feedback.

• Must be capable of functioning as an individual contributor to manage support tickets and calls.

⛳️ Requirements

• 8 years of experience in customer support within a B2B SaaS environment.

• Exceptional written and verbal communication skills in English (required).

• 3+ years of experience in managing or leading a customer support team.

• Practical experience in handling customer support through emails, chats, and calls.

• Strong familiarity with support systems like HelpScout, Zendesk, and similar platforms.

• Experience in ticket management, escalation processes, and customer satisfaction metrics.

• Ability to work autonomously and manage teams during night shifts.

🏝️ Benefits

• Comprehensive health and medical benefits.

• Profit-Sharing Plan: We reward our top-performing employees by sharing profits with them.

• Staycation: Each year, select any destination in the world for a month-long stay; we will cover the costs!

• Open Door Policy: We believe that strong communication and transparency contribute to a stress-free workplace.

• Zen-like Workspace: A modern and aesthetically pleasing environment with an all-inclusive cafeteria and dedicated conference/meeting rooms for those who choose to work from the office.