Manager, Customer Support
Accountabilities: The Manager, Customer Support will own the daily execution, performance, and operational health of a customer support team while driving improvements in processes, customer outcomes, and team effectiveness.
Manage and oversee daily support operations, including queue health, ticket prioritization, backlog management, routing accuracy, and SLA performance.
Monitor support metrics such as ticket volume, aging, response times, resolution times, customer satisfaction, and quality scores to identify trends and improvement opportunities.
Lead ticket reviews, operational meetings, stand-ups, and backlog management routines to ensure consistent execution.
Act as an escalation point for complex customer issues, providing guidance and ensuring timely resolution.
Directly manage support agents and team leads by setting expectations, providing feedback, and driving accountability against performance goals.
Build and maintain quality assurance and coaching programs that improve agent performance and customer outcomes.
Conduct regular one-on-one meetings focused on development, feedback, problem-solving, and career growth.
Identify performance gaps and implement improvement plans with clear objectives and measurable results.
Develop onboarding programs, training materials, knowledge resources, and competency frameworks to support team growth.
Foster a culture of ownership, curiosity, collaboration, and continuous improvement within the support organization.
Maintain accurate reporting and operational visibility, proactively identifying risks, capacity challenges, and opportunities for improvement.
Partner with Customer Success, Product, Engineering, and Services teams to improve customer experiences and strengthen escalation processes.
Support product launches by preparing the team for upcoming changes and potential customer impact.
Requirements:
The ideal candidate is an experienced customer support leader with strong operational expertise, a hands-on approach, and a proven ability to build and improve support organizations in fast-growing environments.
5+ years of experience in customer support operations, including at least 2 years managing teams of 8+ support professionals in a B2B SaaS environment.
Proven experience building, scaling, or significantly improving customer support operations and processes.
Hands-on experience managing support queues, triaging tickets, coaching agents, and improving operational workflows.
Experience creating and managing QA programs that improve agent performance and customer satisfaction.
Strong knowledge of modern customer support platforms such as Zendesk, including views, workflows, automations, reporting, and ticket management.
Experience tracking and using support KPIs including CSAT, first response time, time to resolution, first contact resolution, ticket volume, and quality scores.
Strong analytical skills with the ability to translate operational data into actionable improvements.
Excellent written and verbal communication skills, with the ability to create documentation, provide direct feedback, and communicate performance insights to leadership.
Experience managing remote or distributed teams across multiple locations or time zones.
Ability to collaborate effectively with Customer Success, Product, Engineering, and other cross-functional stakeholders.
Experience in mission-critical, compliance-focused, healthcare, infrastructure, public safety, or government-adjacent SaaS environments is a plus.
Familiarity with tools such as Jira or similar platforms for escalation tracking and cross-functional collaboration.
Experience with workforce management, scheduling, capacity planning, or coverage modeling is preferred.
Strong ownership mindset, attention to detail, and ability to thrive in a fast-paced environment.
Benefits:
Competitive annual salary of approximately $100,000.
Fully remote work environment for U.S.-based employees.
Comprehensive medical, dental, and vision insurance coverage.
Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
401(k) retirement plan.
Flexible paid time off policy.
Technology stipend to support remote work.
Opportunities for career growth and professional development.
Collaborative environment focused on innovation, ownership, and meaningful impact.
Opportunity to contribute to software solutions supporting critical public safety operations.
How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether?
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