Customer Support Manager

New

Skills

AI-assisted support tools Coaching and mentoring Communication skills Cross-functional collaboration Customer support management Data analysis Performance metrics Problem-solving SaaS products Team leadership

The Customer Support Manager will oversee daily and weekly performance across various support channels, ensuring that customers receive the highest quality of service. This role involves active management of capacity, volume, and priorities, while fostering a culture of ownership and empathy within the team.

Key Responsibilities
  • Own daily and weekly performance metrics including wait times, backlog, resolution quality, and customer sentiment.
  • Anticipate issues before they arise, ensuring clear and accurate support during high-volume periods.
  • Use data to identify trends, risks, and opportunities for improvement.
  • Lead, coach, and develop a team of Support Specialists focusing on accountability and growth.
  • Collaborate closely with Support Operations, Enablement, and Knowledge teams to enhance AI-assisted support.
Required Skills & Qualifications
  • 3+ years of experience managing teams in a customer support environment.
  • Proven leadership skills with a track record of enhancing performance and engagement.
  • Passion for coaching and mentoring early-career professionals.
  • Clear and confident communication skills, especially in a SaaS context.
  • Experience with AI-powered support tools or automation is a plus.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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