Manager, Customer Support
Core
Lead a local team of support specialists to foster strong post-sale technical relationships with customers, ensuring KPIs are met and driving talent growth.
Role type
Manager, Customer Support
Builds
Post-sale technical relationships and support team performance
Domain
B2B SaaS / Customer Engagement
Deliverable
dashboards & analysis
Required skills
People leadership, performance management, escalation management, cross-functional collaboration, process standardization, KPI monitoring
Preferred skills
Technical troubleshooting, HTML/CSS/JavaScript/APIs/SQL knowledge
Technologies
Salesforce, Zendesk, Postman, Snowflake, Kibana
Responsibilities
Lead, mentor, and coach a high-performing support team; Monitor team performance and operational rigor; Act as a critical escalation point for complex technical issues; Partner with global support leaders and other departments; Drive documentation accuracy and process standardization
Seniority
Manager, hands-on leadership
