Customer Support Manager
Job Summary
Managing day-to-day software support operations, the full-time remote Customer Support Manager will lead a team to ensure timely resolution of incidents, foster a customer-focused culture, and serve as the primary escalation point for complex issues.
Key responsibilities:
- Lead and mentor the Support team while ensuring adherence to SLAs and key support metrics
- Analyze incident trends to identify opportunities for process improvements and enhance the customer experience
- Collaborate with internal teams to troubleshoot issues and support software releases and upgrades
Required qualifications:
- 3+ years of experience managing or supervising a software support team
- Strong understanding of SLAs, support KPIs, and ticketing operations, with experience in Zendesk preferred
- Experience supporting SaaS or ERP software
- Demonstrated ability to take ownership of complex issues and drive them through resolution
- Bachelor's degree in a technical discipline preferred
Complete Job Description
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