Customer Support Manager

New

Skills

AI-Assisted Support Tools Coaching and Mentoring Communication Skills Cross-Functional Collaboration Customer Support Data Analysis Performance Metrics Problem-Solving SaaS Knowledge Team Management

The Customer Support Manager will own daily and weekly performance across multiple support channels, ensuring customers receive clear, accurate, and empathetic support while actively managing team capacity and priorities.

Key Responsibilities
  • Own daily and weekly performance across support channels including email, chat, and phone.
  • Manage capacity, volume, and priorities, anticipating issues before they arise.
  • Ensure high-quality customer support during high-volume or stressful periods.
  • Use data to identify trends, risks, and opportunities in support performance.
  • Lead, coach, and develop a team of Support Specialists with a focus on accountability.
  • Set clear expectations and recognize great work while addressing gaps early.
  • Foster a culture of ownership, curiosity, and customer empathy within the team.
  • Partner with Support Operations, Enablement, and Knowledge teams for AI-assisted support improvements.
  • Communicate actionable feedback based on customer pain points.
  • Engage confidently with stakeholders at multiple 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, particularly with SaaS products.
  • Exposure to AI-powered support tools or automation (preferred).
  • Ability to partner cross-functionally with Product, Engineering, and other 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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