Customer Support Manager

Job Summary

A company is looking for a Manager, Customer Support for the AMER region.

Key Responsibilities

• Lead and develop a team of Customer Support Specialists and Engineers, ensuring high-quality support and performance management
• Manage escalations for complex customer issues and ensure effective resolution while maintaining customer trust
• Oversee regional operational health, track key metrics, and drive improvements in customer satisfaction and support quality

Required Qualifications

• 4+ years of experience in a customer support or technical support management role, preferably in SaaS or HealthTech
• Experience in hiring, onboarding, and managing senior support roles
• Proven ability to handle complex troubleshooting and high-impact customer situations
• Experience collaborating with cross-functional teams such as Sales, Customer Success, and Engineering
• Strong analytical skills with the ability to translate data into actionable insights