Customer Support Manager
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Job Summary
To support a growing customer success team, the full-time Customer Support Manager will ensure high-quality support across various channels, act as an escalation point for complex issues, and monitor team performance while working remotely during US shifts.
Key responsibilities
- Ensure consistent, high-quality customer support across email, chat, and voice channels
- Act as an escalation point for complex customer issues and ensure timely resolution
- Monitor team performance, KPIs, SLAs, CSAT, and quality metrics
Required qualifications
- 8 years of experience in customer support within a B2B SaaS company
- 3+ years of experience managing or leading a customer support team
- Hands-on experience handling customer support via emails, chats, and calls
- Strong working knowledge of support systems such as HelpScout, Zendesk, and similar platforms
- Ability to work independently and manage teams during the night shift
Complete Job Description
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