Manager, Customer Support AMER
Core
Lead the regional Customer Support team for the Americas, managing Tier 2 and Tier 3 staff and overseeing outsourced Tier 1 delivery.
Role type
Senior People Manager (Customer Support)
Builds
High-performing support teams and customer experience outcomes for the Americas region
Domain
SaaS / Customer Support
Required skills
People management, team coaching, performance analytics, cross-functional collaboration, strategic account support, project management
Preferred skills
Managing outsourced/BPO teams, Brazilian Portuguese or Spanish (C1/C2)
Technologies
None stated
Responsibilities
Lead and develop a mixed team of Customer Support Representatives and Technical Support Engineers; Drive regional performance against CSAT, QA, SLA, and AHT targets; Oversee Tier 1 outsourced delivery for AMER time zones; Handle escalations and support complex customer situations; Partner with Customer Success, Sales, and Professional Services on strategic accounts; Collaborate with Support Excellence, Product, and Engineering to drive continuous improvement
Seniority
Manager, hands-on leadership