Customer Support Manager

Job Summary

Leading Level 1 and Level 2 support teams, the full-time remote Customer Support Manager will enhance operational performance, drive measurable improvements, and foster a high-performing organization focused on customer satisfaction and efficiency.

Key responsibilities

• Build and lead a strong Customer Support team, setting clear expectations and performance standards
• Own core service metrics and analyze operational data to identify improvement opportunities
• Lead cross-functional initiatives to advance a modern support model, including automation and self-service strategies

Required qualifications

• 7+ years of experience in Customer Support operations, with at least 3 years in a leadership role
• Experience supporting SaaS products in B2B and/or B2C environments
• Proven track record in digital transformation or AI-enabled initiatives
• Strong understanding of knowledge systems and self-service program design
• Experience with Salesforce Service Cloud, including case management and reporting