Customer Support Tier 2 Manager - Remote

Overview

We are seeking a Customer Support Tier 2 Manager with a strong track record of leadership, strategy, and problem-solving to drive the success of our global Tier 2 team in a fast-growing SaaS company. This role blends technical expertise, operational efficiency, and customer-centric thinking to enhance our support processes and overall customer experience.

In Short

• Lead and mentor a global Tier 2 support team.
• Define and refine support processes and documentation.
• Monitor and improve KPIs related to customer support.
• Manage escalations and ensure timely resolution of issues.
• Collaborate with cross-functional teams to enhance services.
• Oversee ticketing systems and prioritize issues effectively.
• Implement tools and automation for better workflows.
• 5+ years of experience in customer support leadership.
• Strong managerial and communication skills.
• Experience with AWS and Zendesk is a plus.

Requirements

• 5+ years of experience in customer support leadership within the tech industry.
• Strong managerial skills and experience leading global teams.
• Proven experience in a SaaS or cloud-based environment.
• Technical proficiency in cloud platforms and troubleshooting.
• Customer-first mindset dedicated to support excellence.
• Strong operational mindset for scalable solutions.
• Excellent communication skills in English.
• Experience with AWS and Zendesk is advantageous.

Benefits

• Opportunity to lead a high-performing team.
• Impact on customer satisfaction and product quality.
• Work in a fast-growing SaaS company.
• Collaborate with cross-functional teams.
• Foster a culture of excellence and continuous improvement.