Manager, Customer Support

We are seeking a Manager of Customer Support to lead our customer support team. The ideal candidate will have a passion for delivering excellent customer service and driving team success. You will manage the day-to-day operations of the support team, ensure timely and effective resolution of customer inquiries, and collaborate with cross-functional teams to improve overall customer experience.

Key Responsibilities

• Team Leadership & Management:
  • Lead and mentor a team of customer support representatives, ensuring high levels of performance and engagement.
  • Provide ongoing training, feedback, and development opportunities to enhance team skills.
  • Monitor team performance metrics (e.g., response time, customer satisfaction, ticket resolution) and implement improvements as needed.
• Customer Interaction & Issue Resolution:
  • Act as the point of escalation for complex or high-priority issues, ensuring they are resolved efficiently.
  • Work with customers to understand their needs, address concerns, and provide solutions.
  • Develop and maintain strong relationships with key customers to enhance customer satisfaction and retention.
• Process Improvement & Optimization:
  • Analyze support trends and data to identify areas for process improvements and implement effective solutions.
  • Collaborate with product, engineering, and sales teams to ensure a seamless customer experience and provide feedback on product improvements.
  • Establish and maintain support workflows and guidelines, ensuring consistent and high-quality service.
• Customer Feedback & Reporting:
  • Collect and analyze customer feedback to identify common challenges and areas for improvement.
  • Prepare regular reports on team performance, customer satisfaction, and support trends for leadership.
  • Provide insights on customer pain points and work with the product team to prioritize fixes or feature requests.
• Tool & Technology Management:
  • Oversee the customer support tools and technologies, ensuring they are effectively utilized to enhance productivity.
  • Identify and implement new tools as necessary to improve team efficiency and customer satisfaction.

Qualifications:

• Bachelor’s degree in business, communications, or a related field.
• 3-5 years of experience in customer support, with at least 2 years in a leadership or management role.
• Experience in a SaaS environment required.
• Strong understanding of customer support metrics and reporting.
• Excellent communication and interpersonal skills, with the ability to manage difficult situations and resolve conflicts effectively.
• Demonstrated experience in process improvement and optimizing support workflows.
• Familiarity with customer support tools (e.g., Zendesk, Intercom, Freshdesk) and CRM systems.
• Ability to work in a fast-paced, dynamic environment and handle multiple priorities.