Client Support Manager

Job Summary

A company is looking for a Client Support Manager to lead and optimize support processes during a critical growth stage.

Key Responsibilities

• Design and optimize support processes, including SOPs and workflows for ticket resolution and customer feedback
• Create reports on support metrics and trends to inform product and operational improvements
• Lead and mentor the Client Success team, fostering a culture of high performance and empathy

Required Qualifications

• 5-10 years of experience in SaaS customer support with team management experience
• Prior startup experience in fast-paced, resource-constrained environments
• A builder's mindset with a passion for creating structure and processes
• Proficiency in support tooling and workflow automation
• Strong analytical skills to derive insights from data