Job Summary

A company is looking for a Customer Support Manager.

Key Responsibilities:

• Manage a remote team of Customer Support Specialists
• Set clear expectations, track progress, and provide constructive feedback to improve performance
• Advocate for customers, handle escalated inquiries, and collaborate with the team to find areas of improvement

Required Qualifications:

• Experience managing remote teams in the SaaS space or via a remote environment
• Demonstrated experience providing high-touch customer support in SaaS or customer service
• Strong ability to use quantitative data and metrics to drive decision making
• Proficiency with digital tools such as Zendesk, Stripe, Atlassian (Jira, Confluence), Slack, and Google Workspace
• Deep understanding of customer needs and concerns related to billing and accounts