Manager, Support

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

📋 Description

• Lead, mentor, and develop a team of support professionals.

• Conduct individual meetings, performance evaluations, team discussions, case reviews, and coaching sessions.

• Establish expectations regarding ownership, responsiveness, professionalism, quality, documentation, and customer communication.

• Assist in hiring, onboarding, training, performance management, succession planning, and ongoing development for the team.

• Oversee daily support operations to ensure issues are resolved accurately, efficiently, and within established service levels.

• Monitor ticket volume, SLA compliance, backlog, aging cases, escalation trends, response times, resolution times, CSAT, DSAT drivers, quality scores, and contributions to knowledge management.

• Utilize data, dashboards, case reviews, and quality insights to identify trends, coaching opportunities, process gaps, risks, and areas for improvement.

• Ensure consistent support processes, workflows, documentation, escalation protocols, case hygiene, and knowledge management practices.

• Forecast workload, evaluate staffing requirements, manage coverage, enhance queue health, and boost operational efficiency.

• Act as an escalation point for complex, sensitive, high-priority, or business-impacting customer issues.

• Collaborate with Customer Success, Product, Engineering, Implementation, Cloud Operations, Sales, and other teams to address customer-impacting issues.

• Enhance support workflows, escalation routes, internal communication, quality programs, reporting, and knowledge-centered support.

• Develop support playbooks, knowledge base content, templates, training materials, quality rubrics, and standard operating procedures.

• Advocate for AI-enabled support tools, automation, knowledge search, case summarization, and scalable practices.

• Convert customer issues, support trends, risk signals, and operational data into business insights and recommendations.

• Represent the Support team in cross-functional discussions, communicating customer impact, urgency, and root cause.

⛳️ Requirements

• Over 5 years of experience in customer support, technical support, customer operations, or a similar customer-facing role.

• More than 3 years of experience in leading, coaching, or directly managing support professionals.

• Applicants must be U.S. citizens currently residing in the United States to meet federal security clearance eligibility requirements.

• Experience in a SaaS, technology, software, or technical support environment.

• Strong comprehension of support operations, ticketing workflows, escalation management, service-level expectations, case quality, and customer communication standards.

• Proven ability to manage team performance through metrics, reporting, quality reviews, coaching plans, and performance documentation.

• Demonstrated capability to coach team members, deliver direct and actionable feedback, and foster employee development and accountability.

• Ability to conduct root cause analysis, differentiate between temporary fixes and sustainable resolutions, and ensure clear ownership of corrective actions.

• Strong problem-solving, prioritization, and decision-making abilities in time-sensitive and customer-impacting scenarios.

• Excellent written and verbal communication skills.

• Proficient in using Salesforce Service Cloud, Jira, Gainsight, Intercom, Freshdesk, workforce management tools, knowledge platforms, AI-enabled support tools, or similar systems.

• Preferred: Experience supporting B2B SaaS or enterprise software customers.

• Preferred: Experience in leading distributed, remote, global, or multi-region teams.

• Preferred: Familiarity with workplace technology, facilities management, asset management, visitor management, enterprise SaaS, or related industries.

• Preferred: Experience in enhancing support processes, knowledge management practices, quality programs, operational reporting, automation, or AI-enabled support workflows.

• Preferred: Experience collaborating closely with Product, Engineering, Customer Success, Implementation, Cloud Operations, or Business Partner teams.

• Preferred: Proven ability to lead through change and support teams during transformations.

🏝️ Benefits

• Health, Dental, Vision & Pet Insurance.

• Coverage available for dependents, spouses, and domestic partners.

• Up to $1000 Company HSA Contribution.

• Medical, Dependent Care, and Limited FSA Accounts.

• Income Protection and Replacement - 100% Company Paid.

• Short Term Disability.

• Long Term Disability.

• Life Insurance.

• Employee Assistance Program.

• Flexible PTO.

• 401K with company match.

• Flexible workspace environment.