Senior Customer Support Manager

Job Summary

Balancing direct operational ownership with formal leadership responsibilities, the full-time remote Senior Customer Support Manager will manage a portfolio of complex customer situations while leading a team of Customer Support Managers and Specialists across multiple SaaS products.

Key Responsibilities

• Oversee a portfolio of high-priority customer situations requiring senior-level coordination and ownership
• Lead and develop a team of Customer Support Managers and Specialists, ensuring performance accountability and operational consistency
• Act as the senior escalation point for executive-level customer issues and guide high-impact customer communications during critical situations

Required Qualifications

• 8+ years of experience in customer support or technical support within a B2B SaaS environment
• Prior experience in a people management role with accountability for individual performance and development
• Proven ability to develop support talent and drive measurable improvement in performance
• Strong operational fluency with visibility into team performance metrics and SLA adherence
• Experience managing team performance across various levels of seniority, including early-career and senior support specialists