Senior Customer Support Manager
Job Summary
Leading a high-performing customer support organization, the full-time Senior Customer Support Manager will oversee operations, enhance customer satisfaction, and drive process improvements in a remote environment.
Key Responsibilities
- Develop and execute the strategic vision for Customer Support and Helpdesk operations
- Monitor and improve key customer satisfaction metrics, serving as the point of contact for high-priority escalations
- Evaluate and optimize support workflows and partner with AI Automation Engineer to implement automation tools
Required Qualifications
- Bachelor's Degree in Business Administration, Computer Science, or a similar field
- 8+ years of customer support experience, including 2+ years in a managerial role
- 5+ years managing SaaS-based customer support organizations
- Experience with support platforms such as Salesforce, Agentforce, and JIRA
- Demonstrable experience working with AI tools to automate processes
Complete Job Description
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