Support Manager - Americas - Remote

Overview

The Support Manager will lead a team of Support Specialists to ensure exceptional customer experiences, collaborating with various teams to develop effective support strategies.

In Short

• Lead and manage a team of Support Specialists.
• Ensure exceptional customer experience.
• Collaborate with Product, Engineering, and Sales teams.
• Monitor key performance indicators.
• Resolve escalated customer issues.
• Stay current with industry trends.
• Drive professional growth within the support team.
• Implement effective support strategies.
• Enhance support processes.
• Foster a positive team environment.

Requirements

• Proven track record in support leadership.
• Systematic thinking and process improvement.
• Deep understanding of B2B customer needs.
• Strong technical background with complex software.
• Timely issue resolution aligned with SLAs.
• Analytical skills for data-driven decision making.
• Familiarity with support organizations and related KPIs.

Benefits

• Emphasis on high-quality work.
• Competitive compensation.
• 10-year exercise window for stock options.
• Unlimited PTO with recommended four weeks per year.
• Twelve weeks of fully paid family leave in the US.
• Generous equipment and software budget.
• $100/month education budget.