Senior Support Manager

Job Summary

To support a growing team, the full-time Senior Support Manager will manage and empower a diverse group of multi-tier Support Specialists while driving operational improvements and ensuring exceptional customer experiences in a remote environment.

Key responsibilities

• Own hiring, coaching, and performance management of Support Specialists and/or managers
• Analyze team performance and ticket data to identify trends and recommend actions for improvement
• Lead complex Support projects aimed at achieving KPI/OKR goals and enhancing overall efficiency

Required qualifications

• 5-10+ years of Support management experience in a fast-paced SaaS startup environment
• Proven experience managing a multi-tier Support team for a technical platform
• Strong analytical skills with a methodical approach to identifying challenges and measuring impact
• High emotional intelligence with effective communication and interpersonal skills
• Ability to navigate complex customer interactions and internal relationships with resilience