Senior Customer Support Manager

Job Summary

A company is looking for a Senior Manager of Customer Support.

Key Responsibilities

• Establish and implement tiered support models and operational rigor
• Build structured feedback loops between Support, Product, and Engineering
• Architect scalable self-service strategies and improve retention through proactive support initiatives

Required Qualifications

• 6+ years of SaaS Support or Customer Operations leadership experience
• Proven experience in building and scaling support functions in high-growth environments
• Strong people leadership skills with a track record of developing high-performing teams
• Deep expertise in knowledge management systems and self-service strategies
• Familiarity with AI and automation tools in modern support environments