Senior Customer Support Manager

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

📋 Description

• Assume direct responsibility for a portfolio of intricate, high-priority, or escalated customer scenarios that necessitate senior-level ownership and coordination.

• Lead and cultivate a team of Customer Support Managers, Team Leads, and/or Support Specialists with accountability for performance, coaching, and operational consistency.

• Provide support to customers across various SaaS products and environments, ensuring effective coordination and consistent service quality despite differing product complexities.

• Act as the senior escalation point for executive-level customer concerns, commercially sensitive situations, and cross-functional incidents.

• Compose, review, and oversee high-impact customer communications during escalations, service interruptions, or critical account situations.

• Balance personal operational duties with leadership responsibilities, ensuring that both customer ownership and team leadership quality remain intact under pressure.

• Mentor managers and team members through complex customer interactions, escalation management, and stakeholder communication strategies using real-time operational examples.

• Collaborate with Product, Engineering, and Customer Success leadership to drive resolution plans, customer recovery initiatives, and systemic operational enhancements.

• Maintain visibility into team performance metrics, SLA compliance, escalation trends, and support quality while actively contributing operationally where necessary.

• Assist in establishing scalable operational processes, escalation frameworks, and communication standards across support teams and product lines.

• Lead root cause analysis efforts to identify recurring issues, process gaps, product defects, and opportunities for operational enhancement.

• Drive knowledge management strategies, including internal documentation, customer-facing knowledge bases, self-service adoption, and content governance.

• Define and enforce ticketing standards, case management processes, documentation requirements, escalation procedures, and compliance with support workflows.

⛳️ Requirements

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

• Previous people management experience with direct reports in a support, customer success, or similar customer-facing role, including formal accountability for individual performance and development.

• Proven capability to develop support talent by identifying skill gaps, designing development plans, and providing feedback that leads to measurable improvements in individual performance.

• Strong operational fluency, able to maintain visibility into a team's queue health, SLA performance, and quality trends without direct management of daily triage.

• Experience managing team performance across various levels of seniority, including both early-career and senior support specialists.

• Demonstrated history of driving improvement in support quality at the team level through case review programs, coaching, process design, or quality framework development.

• Proven record of cross-functional influence, representing the support team's needs and performance in discussions with Customer Success, Product, Engineering, and Leadership with specificity and credibility.

• Familiarity with support tools at both practitioner and team management levels, including Zendesk, Salesforce, HubSpot, or TeamSupport, with oversight on data quality and process compliance.

• Outstanding communication skills, capable of delivering difficult feedback, managing executive escalations, and representing the team to senior leadership with equal directness and care.

• Experience leading remote or distributed support teams.

🏝️ Benefits

• Comprehensive Health Coverage: Coverage begins on your first day of employment.

• 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and receive a 4% match. Choose from pre-tax and Roth options. Eligibility begins the first of the month after 90 days, and you are immediately vested.

• RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and receive a 4% match. Choose from pre-tax and Roth options. Eligibility begins the first of the month after 90 days, and you are immediately vested.

• Flexible PTO: Enjoy unlimited paid time off to balance your work and personal life.

• 12 weeks of paid leave for all employees.

• Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet expenses if you work remotely.

• Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend quality time with loved ones.