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 product knowledge Team leadership

As a Customer Support Manager, you will own daily and weekly performance across various support channels including email, chat, and phone. You will ensure that customers receive clear, accurate, and empathetic support while managing capacity, volume, and priorities effectively.

Key Responsibilities
  • Own daily and weekly performance metrics including wait times, backlog, resolution quality, and customer sentiment.
  • Manage capacity and priorities to anticipate issues before they appear in dashboards.
  • Lead, coach, and develop a team of Support Specialists focusing on accountability and growth.
  • Use data to identify trends, risks, and opportunities, effectively communicating them to stakeholders.
  • Foster a culture of ownership, curiosity, and customer empathy within the team.
  • Partner closely with Support Operations, Enablement, and Knowledge teams to improve AI-assisted support.
  • Translate customer pain into actionable feedback.
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.
  • Strong communication skills, particularly in a SaaS product context.
  • Passion for coaching and mentoring early-career professionals.
  • Exposure to AI-powered support tools or automation is a plus.
  • Comfort in partnering cross-functionally with Product, Engineering, and other teams.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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