Manager, Customer Support
Core
Lead a local team of support agents to foster strong post-sale technical relationships with customers, ensuring KPIs are met and managing escalations.
Role type
Manager, Customer Support (Technical)
Builds
Post-sale technical support services for B2B SaaS customers
Domain
SaaS / Customer Engagement / Technical Support
Deliverable
client delivery
Required skills
Team leadership, talent development, performance management, OKR setting, hiring and onboarding, complex technical issue resolution, stakeholder communication, case management processes, KPI analysis (CSAT, CES, time to resolution), CRM ticketing systems
Preferred skills
HTML, CSS, JavaScript, APIs, SQL, Postman, Snowflake, Kibana
Technologies
Salesforce, Zendesk, HTML, CSS, JavaScript, APIs, SQL, Postman, Snowflake, Kibana
Responsibilities
Ensure team meets KPIs, conduct one-on-one meetings, provide feedback, map career development plans, evaluate team performance, set and review OKRs, address underperformance, manage hiring and onboarding, mentor team members, handle complex customer escalations, maintain process standardization
Seniority
Manager, hands-on leadership
