Customer Support Manager (Tier 1)

Austin TX Minneapolis MN Denver CO Atlanta GA Manage Tier 1 support team performance ensuring adherence to case handling standards and response SLAs. Monitor case queues phone and chat channels to maintain rapid response and balanced workload distribution. Provide guidance and mentorship to team members fostering technical growth and customer-centric behaviors. Ensure clear empathetic and timely communication with customers throughout the case lifecycle. Drive initiatives to improve CSAT scores and overall customer experience. 3-5 years of experience in customer support leadership preferably in a SaaS or software environment. Proven ability to manage and develop high-performing teams. Strong communication interpersonal and conflict-resolution skills. Familiarity with support tools (e.g. Zendesk Salesforce Jira). Solid understanding of technical troubleshooting and escalation processes. Ability to thrive in a fast-paced dynamic environment. Process Management & Quality Assurance Coordinate Requests for Assistance (RFAs) with Tier 2 and Engineering for complex issues. Manage on-call rotation for high-severity incidents outside business hours. Represent Tier 1 in triage meetings ATCM processes and operational readiness reviews. Oversee smoke testing post-production changes and participate in RCA workshops for major incidents. Maintain awareness of product roadmap to anticipate support needs and prepare the team accordingly.