Customer Support Manager

New

Skills

AI-Assisted Support Tools Capacity Management Coaching and Mentoring Cross-Functional Collaboration Customer Empathy Customer Support Management Data Analysis Performance Metrics SaaS Product Support Team Leadership

As the Manager of Customer Support, you will be responsible for overseeing daily and weekly performance across various support channels, ensuring that customers receive high-quality support. Your role will involve managing team capacity, proactively addressing potential issues, and utilizing data to drive improvements.

Key Responsibilities
  • Own daily and weekly performance metrics across email, chat, and phone support channels.
  • Manage capacity, volume, and priorities to anticipate and address issues proactively.
  • Ensure customers receive accurate and empathetic support during high-volume periods.
  • Utilize data to identify trends, risks, and opportunities for improvement.
  • Lead, coach, and develop a team of Support Specialists with a focus on accountability and growth.
  • Set clear expectations and recognize great performance while addressing gaps early.
  • Foster a culture of ownership, curiosity, and customer empathy.
  • Collaborate with Support Operations, Enablement, and Knowledge teams to improve AI-assisted support.
  • Translate customer pain points into actionable feedback for the organization.
  • Communicate effectively with stakeholders at various levels.
Required Skills & Qualifications
  • 3+ years of experience in managing teams within a customer support environment.
  • Proven leadership skills with a track record of driving performance and engagement.
  • Passion for coaching and mentoring early-career professionals.
  • Clear, confident communicator with experience supporting SaaS products (preferred).
  • Exposure to AI-powered support tools or automation (preferred).
  • Comfort in partnering cross-functionally with Product, Engineering, and other customer-facing teams (preferred).
  • Experience leading through change or growth (preferred).

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Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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