Senior Manager, Support

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

📋 Description

• Lead the recruitment, mentoring, and empowerment of a diverse group of multi-tier Support Specialists and/or managers.

• Conduct regular team meetings and one-on-one sessions while overseeing team performance.

• Evaluate team performance and ticket data to uncover trends and areas for enhancement.

• Work collaboratively across departments on projects designed to enhance efficiency and boost customer satisfaction.

⛳️ Requirements

• 5-10+ years of experience in Support management within a dynamic SaaS startup environment.

• Prior experience managing a multi-tier Support team for a technical platform.

• Familiarity with standard Support tools such as Intercom, Zendesk, Salesforce, Jira, Zoom, and Slack.

• A data-driven approach to problem-solving with a strong commitment to tracking performance metrics.

🏝️ Benefits

• 401(k) matching along with dental, medical, vision, and life insurance.

• Flexible vacation day policy.

• Fully remote work arrangement with a monthly stipend for home office expenses.

• Resources for family planning and specialized support programs.

• Equity opportunities for growth with Boulevard.

• Boulevard Bucks Learning and Development program.