Customer Support Manager

Job Summary

Leading a team of support specialists, the full-time Manager of Customer Support will oversee hiring, training, and performance management while implementing customer-centric processes to enhance productivity in a remote environment.

Key responsibilities

• Oversee all core people leadership functions, including hiring, mentoring, and performance management of support specialists
• Implement processes and systems to improve team productivity and customer experience
• Collaborate with cross-functional teams to prioritize feature requests and enhance service delivery

Required qualifications

• At least seven years of experience in technical support functions in a SaaS environment, or five years with a relevant degree
• Proven leadership experience in a multi-channel contact center environment
• Experience in training, mentoring, and developing customer service teams
• Familiarity with agile software development processes and collaboration with Product and Engineering teams
• Experience working with a diverse range of customers, from small businesses to large enterprises