Customer Support Manager

Job Summary

A company is looking for a Customer Support Manager to lead and scale their frontline support team across various channels.

Key Responsibilities

• Lead and develop a team of Support Specialists, managing performance across live phone and chat channels
• Optimize support efficiency through AI and workflow design, and oversee Intercom configuration
• Collaborate with cross-functional teams to enhance customer support readiness and address recurring issues

Required Qualifications

• 5+ years of experience in SaaS customer support
• 3+ years of people management experience in a high-volume, live support environment
• Hands-on experience with Intercom and AI-powered support tools
• Proven track record in improving customer satisfaction and operational KPIs
• Strong analytical skills and experience in a fast-paced startup environment