Customer Support Manager

Job Summary

A company is looking for a Customer Support Manager to lead their customer support function and ensure effective resolution of customer inquiries.

Key Responsibilities

• Monitor customer feedback and drive resolution follow-through to ensure satisfaction
• Coach and mentor the support team while maintaining standardized support processes and documentation
• Manage support performance against SLAs and proactively identify and escalate risks or recurring issues

Required Qualifications

• Working knowledge of cloud-based SaaS applications
• 2+ years of experience in technical customer support
• Excellent management skills
• Highly organized and detail-oriented
• Understanding of technical concepts to provide guidance and solutions