Customer Support Manager – US Shift

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

📋 Description

• Ensure the delivery of consistent and high-quality customer support across email, chat, and voice channels by upholding support standards and guidelines.

• Serve as an escalation point for intricate customer issues, ensuring they are resolved promptly.

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

• Create, document, and enhance support processes, workflows, and the knowledge base.

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

• Function as an individual contributor by managing support tickets and calls.

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

• Aid prospective customers in determining if SocialPilot is the suitable platform for their needs.

• Support customers in adopting new features and resolving any issues they encounter.

⛳️ Requirements

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

• Exceptional written and verbal communication skills in English are essential.

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

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

• Strong proficiency with support systems such as HelpScout, Zendesk, and similar platforms.

• Familiarity with ticket management, escalation processes, and customer satisfaction metrics.

• Capability to work independently and manage teams during night shifts.

• Willingness to work the US shift.

🏝️ Benefits

• An inclusive and secure environment, free from discrimination and harassment.

• Support for both personal and professional development.

• A workplace focused on collaboration, growth, and excellence.