Manager, Customer Support
Core
Lead and scale a global Customer Support team for a SaaS platform, integrating acquired teams and driving operational excellence.
Role type
Senior Manager, Customer Support
Builds
Scalable support processes, centralized knowledge repositories, and high-performance support teams
Domain
SaaS / Social Media Intelligence
Required skills
Team leadership, operational strategy, project management, KPI management, cross-functional collaboration, process improvement, performance coaching, risk management, multichannel support oversight
Preferred skills
Zendesk, Salesforce, complex cross-functional initiatives, technical background (CS/IT), social media proficiency, emerging AI technologies
Responsibilities
Spearhead integration of newly acquired support teams; Lead diverse teams through a DEI lens; Oversee coverage, capacity, and performance; Identify and mitigate operational risks; Develop scalable support processes and knowledge bases; Collaborate with engineering and sales to drive customer insights; Conduct performance check-ins and career development discussions
Seniority
Manager, hands-on leadership
