Customer Support Manager – B2B SaaS

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

📋 Description

• Provide consistent, high-quality customer support across email, chat, and voice channels.

• Uphold support standards and guidelines.

• Serve as an escalation point for intricate customer issues, ensuring prompt resolution.

• Track team performance, KPIs, SLAs, CSAT, and quality metrics.

• Create, document, and enhance support processes, workflows, and knowledge bases.

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

• Manage support tickets and calls while functioning as an individual contributor.

• Partner with SocialPilot clients to assist them in achieving their social media objectives.

• Aid prospects in determining if SocialPilot is the right platform for their needs.

• Support customers in adopting new features and resolving issues.

⛳️ Requirements

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

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

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

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

• Solid working knowledge of support systems such as HelpScout, Zendesk, and comparable platforms.

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

• Capability to work independently and manage teams during the night shift.

• Competence to work as an individual contributor while managing support tickets and calls.

🏝️ Benefits

• Complete transparency regarding strategy, business metrics, key performance indicators, and major initiatives across the organization.

• No micromanagement: Take ownership of your work and be accountable without requiring close supervision.

• Excellent team with diverse backgrounds from top-tier organizations.

• Personal growth: Create a personal learning plan and leverage organizational resources.

• Best-in-class health and medical benefits.

• Profit-Sharing Plan.

• Staycation: Choose any location in the world to stay for a month; expenses covered.

• Open Door Policy.

• Zen-like Workspace with an all-inclusive cafeteria and dedicated conference/meeting rooms if you opt to work from the office.