Customer Support Manager
Job Summary
Leading a dedicated team, the full-time remote Customer Support Manager will develop support structures, manage team performance, and drive automation initiatives to enhance customer experience and satisfaction.
Key responsibilities
- Build and implement a skill-tier system with clear escalation paths and manage team coaching and development
- Oversee support operations, including SLAs, ticket quality, and customer satisfaction metrics, while maintaining the Help Center and in-app guidance
- Lead the development of AI-assisted support tools and collaborate cross-functionally to ensure efficient issue resolution and communication
Required qualifications
- 5+ years in customer support or service delivery in B2B SaaS, with at least 2 years in a management role
- Strong technical background with experience in data pipelines, integrations, or platform troubleshooting
- Proven track record in building support structures and managing team transitions effectively
- Experience with AI-assisted support tools and a data-driven approach to service quality
- Familiarity with ticketing platforms such as Zendesk and comfort in creating customer-facing content
Complete Job Description
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