Manager, Customer Support Project

New

Skills

Data Management Jira Reporting Salesforce Scheduling Slack Zendesk

Job Overview

Lead Tier 1 Support team and on-call escalations. Monitor performance, queues, and KPIs to ensure SLAs are met. Drive cross-functional initiatives with various teams. Run QA on communications and provide feedback. Lead incident response as Incident Commander.

Responsibilities
  • Lead Tier 1 Support team and on-call escalations
  • Hire, train, coach, and develop Tier 1 agents
  • Monitor performance, queues, and KPIs; ensure SLAs
  • Run QA on communications; provide feedback in 1:1s
  • Drive cross-functional initiatives with CX, Ops, Product, and Eng
Requirements & Qualifications
  • 3-5+ years Tier 1+ Support management in fast-paced SaaS
  • Experience building and scaling a new Support team
  • Tech focus: data, reporting, audits, permissions, scheduling, payments
  • Proficient with Intercom, Zendesk, Salesforce, Jira, Zoom, Slack
  • Strong QA, incident response, and escalation skills

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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