Customer Experience Support Manager

Job Summary

A company is looking for a Support Manager, Customer Experience.

Key Responsibilities

• Lead and develop the support team, including performance management and coaching
• Manage operational systems such as routing, escalation paths, and SLAs
• Build visibility into support metrics and represent support cross-functionally

Required Qualifications

• 5+ years in customer support, with at least 2 years managing a team of 5 or more
• Experience building support systems, workflows, and QA frameworks
• Hands-on experience with support platforms like Intercom or Zendesk
• Demonstrated ability to develop agents and present metrics to leadership
• Experience in SaaS support, particularly in SMB-facing products