Senior Customer Support Manager

Job Summary

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

Key Responsibilities

• Own and drive team performance metrics including CSAT, SLA achievement, and AI auto-resolution rates
• Lead and develop a team of support professionals, focusing on skill enhancement and career growth
• Manage cross-functional relationships to ensure seamless operations and communication between departments

Required Qualifications

• Proven experience managing a customer support or customer-facing operations team
• Track record of accountability in managing performance metrics
• Experience leading teams through change and transitions
• Strong cross-functional instincts, particularly with engineering and product teams
• Comfort operating in a B2B SaaS environment; experience in construction finance or fintech is a plus