Manager, Customer Support

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

📋 Description

• Lead and develop the Customer Support team.

• Establish skill tiers and clearly documented escalation pathways.

• Manage coaching, development, performance evaluations, 1:1 meetings, and career growth paths.

• Design the onboarding process, continuous assessments, and training programs.

• Oversee Support SLAs, ticket quality, and customer satisfaction metrics.

• Create a replicable model for high-touch customer interactions.

• Provide reports on response times, backlog, and CSAT data to Customer Success leadership.

• Manage and update the Help Center and in-product guidance resources.

• Sustain the team’s internal AI-assisted search functionality.

• Spearhead the development of AI-assisted support triage and first-response tools.

• Collaborate with Implementation, Success, Data Operations, Product, and Engineering teams.

• Incorporate Support’s insights into company-wide data and process decisions that impact customer experience.

⛳️ Requirements

• At least 5 years of experience in customer support, technical support, or service delivery within B2B SaaS.

• A minimum of 2 years of direct team management experience.

• Strong technical background, including comfort with data pipelines, integrations, or platform troubleshooting.

• Proven track record of developing support frameworks such as tiering, escalation design, and quality assurance.

• Experience guiding a team through organizational transformations.

• Familiarity with implementing AI-assisted or automated support tools.

• Experience creating customer-facing content, including Help Center articles and in-product guidance.

• Proficient in using Zendesk or similar ticketing platforms.

• A data-driven mindset regarding SLAs and quality metrics.

• Excellent written and verbal communication skills.

• Background in HR tech, compensation, or another data-intensive B2B SaaS sector is advantageous.

• Familiarity with building or maintaining AI/Claude-based tools is a bonus.

• Must be able to verify identity and eligibility to work in the United States.

🏝️ Benefits

• Equity.

• Flexible PTO.

• Generous company holidays.

• Comprehensive health, dental, and vision insurance.

• 401(k) with company matching.

• Fully remote work from home.

• Autonomy and the space to perform at your best.

• Opportunities for career growth.