Customer Support Manager
Job Summary
Leading a team of 15, the full-time Customer Support Manager will oversee customer support operations, focusing on proactive engagement, operational excellence, and team development in a remote environment.
Key Responsibilities
- Manage team performance metrics, ensuring high-quality support and effective coaching for team members
- Utilize Salesforce data to identify trends and drive operational improvements while maintaining the team's operating playbook
- Facilitate proactive customer engagement initiatives and collaborate with cross-functional teams to enhance the customer experience
Required Qualifications
- 5+ years of experience in customer support, with at least 3 years in a management role
- Hands-on experience with Salesforce Service Cloud, including report and dashboard creation
- Proven background in B2B SaaS customer support with knowledge of queues, SLAs, and KPI dashboards
- Experience with AI and support automation tools
- Strong ability to drive change and improve processes to enhance customer satisfaction
Complete Job Description
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