Manager of Customer Support - Remote

Overview

As the Manager of Customer Support, you will lead a team of dedicated support specialists, ensuring our customers receive accurate and timely solutions to their technical inquiries. This role is pivotal in driving customer satisfaction, managing escalations, and fostering a culture of excellence within the team.

In Short

• Oversee daily operations of the Customer Support team.
• Provide coaching and professional development opportunities.
• Ensure customer inquiries are resolved efficiently.
• Monitor and manage escalations for complex customer issues.
• Develop and maintain support playbooks.
• Identify opportunities for process automation.
• Collaborate with Engineering and Product teams.
• Analyze team performance metrics.
• Prepare reports on support trends and customer satisfaction.
• Foster a collaborative and customer-focused team culture.

Requirements

• 3+ years of experience in customer support.
• 1 year in a leadership role in a SaaS environment.
• Strong problem-solving skills.
• Excellent written and verbal communication skills.
• Experience in developing support playbooks.
• Familiarity with customer support platforms.

Benefits

• Health insurance.
• Unlimited PTO.
• 401(k) Match.