Manager, Customer Support
Core
Lead the Customer Support team to drive service quality, operational efficiency, and customer satisfaction for vehicle reimbursement software.
Role type
Manager, Customer Support
Builds
Scalable support function and automated solutions for vehicle programs
Domain
SaaS / Fintech / Vehicle Reimbursement
Required skills
Team leadership, workforce planning, data analysis, process improvement, escalation management, cross-functional collaboration
Preferred skills
High-volume contact center management, Zendesk, AI-powered support tools, remote team leadership, SaaS/fintech industry experience
Technologies
Zendesk, AI-powered support tools
Responsibilities
Lead, coach, and develop the Customer Support team; Own key Support metrics (CSAT, response times, backlog); Manage workforce planning and scheduling; Oversee customer escalations; Identify and fix operational inefficiencies; Drive AI and automation initiatives; Partner with Product and Engineering to resolve recurring issues.
Seniority
Manager, people leadership
