Support Manager

Job Summary

Leading a team of Support professionals, the full-time Manager, Support will oversee customer-focused technical support operations, ensuring high-quality service delivery and team performance in a fully remote environment.

Key responsibilities

• Lead, coach, and develop a team of Support professionals, setting clear goals and providing regular feedback
• Oversee day-to-day support operations, monitoring key metrics to ensure efficient issue resolution and adherence to service levels
• Serve as an escalation point for complex customer issues, ensuring timely and effective resolution while advocating for customer needs

Required qualifications

• 5+ years of experience in customer support, technical support, or related customer-facing roles
• 3+ years of experience in a leadership or management position within a support environment
• Experience in a SaaS, technology, or software support setting
• Strong understanding of support operations, ticketing workflows, and escalation management
• Proven ability to manage team performance using metrics and performance documentation