Customer Support Manager

New

Skills

AI-assisted support tools Coaching and mentoring Conflict resolution Cross-functional collaboration Customer empathy Customer support management Data-driven decision making Performance metrics analysis SaaS products support Team leadership

We are seeking a dedicated Manager for our Customer Support team to oversee daily and weekly performance across various support channels, including email, chat, and phone. This role demands a proactive approach to managing capacity, volume, and priorities to ensure customer satisfaction even during high-stress periods.

Key Responsibilities
  • Own daily and weekly performance metrics, such as wait times, backlog, resolution quality, and customer sentiment.
  • Anticipate issues and manage priorities to prevent them from impacting performance dashboards.
  • Provide clear, accurate, and empathetic support to customers at all times.
  • Utilize data to identify and communicate trends, risks, and opportunities effectively.
  • Lead, coach, and develop a team of Support Specialists, focusing on accountability and growth.
  • Set clear expectations, recognize great work, and address performance gaps promptly.
  • Foster a culture of ownership, curiosity, and customer empathy within the team.
  • Collaborate closely with Support Operations, Enablement, and Knowledge teams to enhance AI-assisted support.
  • Translate customer pain points into actionable feedback for improvement.
  • Communicate confidently with stakeholders at various organizational levels.
Required Skills & Qualifications
  • 3+ years of experience managing teams in 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 and confident communication skills, especially supporting SaaS products.
  • Experience with AI-powered support tools or automation (preferred).
  • Ability to partner cross-functionally with Product, Engineering, and other customer-facing teams (preferred).
  • Experience leading through change or growth (preferred).

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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