Manager, Customer Support
Core
Lead a customer-focused team delivering responsive, high-quality support across product questions, access, and issue resolution while building scalable support structures and an AI-assisted support layer.
Role type
Manager, Customer Support (B2B SaaS)
Builds
Scalable support structures, AI-assisted support triage and first-response layer, Help Center, and in-product guidance
Domain
B2B SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
People management, building scalable support structures, AI-assisted support tool implementation, Help Center content creation, data-driven SLA management, technical troubleshooting, cross-functional partnership
Preferred skills
HR technology experience, compensation domain knowledge, building Claude-based tools
Technologies
Zendesk, AI/LLM tools (Claude)
Responsibilities
Lead, coach, and develop the Customer Support team; Build and maintain a skill-tier system with documented escalation paths; Own Support SLAs, ticket quality, and customer satisfaction; Establish repeatable processes for high-touch customer engagements; Track and communicate key performance metrics; Own the Help Center and in-product guidance; Lead the development of an AI-assisted support triage and first-response layer; Partner with cross-functional teams to accelerate escalations
Seniority
Manager, hands-on leadership
