Manager, Customer Support

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager, Customer Support in United States.

This role sits at the heart of the customer experience, leading and scaling a high-performing Tier 1 Support team within a fast-paced SaaS environment. You will be responsible for ensuring customers receive fast, accurate, and empathetic support while maintaining strong service-level performance and operational excellence. Acting as both a people leader and operational driver, you will coach support specialists, refine processes, and elevate the overall quality of customer interactions. You will work closely with Support leadership and cross-functional partners in Product, Engineering, and Customer Experience to improve systems, reduce friction, and strengthen customer satisfaction. The environment is highly collaborative and data-driven, requiring strong ownership, adaptability, and a continuous improvement mindset. This is a high-impact leadership role where your work directly shapes both team performance and customer outcomes.

In this role, you will lead the Tier 1 Support function, ensuring strong team performance, operational efficiency, and exceptional customer experience across all support channels.

• Lead, coach, and develop a team of Tier 1 Support Specialists through hiring, training, 1:1s, and performance management.
• Monitor team performance, ticket queues, and KPIs to ensure service-level agreements and quality standards are consistently met.
• Conduct QA reviews and provide actionable feedback to improve communication quality, efficiency, and customer satisfaction.
• Identify trends in support data and escalate systemic issues, partnering with stakeholders to improve processes and reduce recurring issues.
• Manage escalations and incident response, ensuring proper handling of complex or sensitive customer situations.
• Collaborate cross-functionally with Product, Engineering, Ops, and CX teams to improve workflows, tooling, and customer experience.
• Build and scale support resources such as internal documentation, training materials, and customer-facing knowledge bases.

Requirements:

The ideal candidate brings strong SaaS support leadership experience, operational expertise, and a passion for delivering outstanding customer experiences in fast-moving environments.

• 3–5+ years of experience managing Tier 1 or customer support teams in a SaaS or technology-driven environment.
• Experience in building, scaling, and improving support operations, processes, and team structures.
• Strong technical aptitude with familiarity in support tools such as Zendesk, Intercom, Salesforce, Jira, Slack, or similar platforms.
• Experience managing incident response processes and handling complex escalations with professionalism and clarity.
• Strong analytical mindset with the ability to interpret support metrics and drive data-informed improvements.
• Excellent communication and interpersonal skills with high emotional intelligence and a customer-first mindset.
• Ability to thrive in fast-paced, high-growth environments with shifting priorities and evolving processes.

Benefits:

• Competitive compensation package including base salary ($67,000–$95,000) plus up to 20% annual bonus
• Fully remote work within the United States with flexible scheduling
• Comprehensive health coverage including medical, dental, vision, and life insurance
• 401(k) retirement plan with company match
• Flexible vacation policy and paid time off
• Monthly home office stipend to support remote work setup
• Equity opportunities to share in company growth
• Learning and development support to encourage continuous growth and skill building