Customer Support Manager

New

Skills

AI-Assisted Support Tools Coaching and Mentoring Cross-Functional Collaboration Customer Support Data-Driven Decision Making Performance Metrics Analysis Problem Solving SaaS Products Stakeholder Communication Team Management

We are seeking a dedicated and experienced Manager of Customer Support to oversee daily operations and drive performance across various support channels including email, chat, and phone. This role emphasizes a proactive approach to customer service, ensuring that our customers receive clear, accurate, and empathetic support.

Key Responsibilities
  • Own daily and weekly performance metrics including wait times, backlog, resolution quality, and customer sentiment.
  • Actively manage support capacity, volume, and priorities, anticipating issues before they arise.
  • Ensure customers receive high-quality support during high-volume periods.
  • Utilize data to identify trends, risks, and opportunities in support performance.
  • Lead, coach, and develop a team of Support Specialists with a focus on accountability and growth.
  • Set clear expectations and recognize achievements while addressing gaps early.
  • 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 feedback into actionable insights to improve service quality.
  • Communicate effectively with stakeholders at various levels of the organization.
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 in a SaaS context.
  • Exposure to AI-powered support tools or automation is a plus.
  • Experience partnering cross-functionally with Product, Engineering, and customer-facing teams.
  • Ability to lead teams through change and growth.

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Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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