Senior Customer Support Manager

Job Summary

Leading a high-performing technical support team, the full-time Senior Customer Support Manager will oversee daily operations, optimize ticketing workflows, and ensure timely solutions for local government clients in a hybrid or remote capacity.

Key Responsibilities:

• Lead, mentor, and scale a technical support team while fostering a culture of accountability and customer empathy
• Manage daily support operations, including ticket queues and escalations, ensuring adherence to SLAs and quality standards
• Administer and optimize the Zendesk instance to enhance operational efficiency and drive support metrics analysis

Required Qualifications:

• 5+ years of experience in technical support within a B2B SaaS environment
• 3+ years of experience managing or mentoring a technical support or customer-facing team
• Hands-on experience with Zendesk or similar ticketing tools
• Preferred experience in financial technology (FinTech) SaaS or a degree in Finance or Accounting
• Strong troubleshooting skills with the ability to communicate technical concepts to non-technical users