Manager, Customer Support

📋 Description

• Lead and develop a high-performing global technical support team through coaching.
• Oversee daily operations: queue management, case assignment, and service quality.
• Own team KPIs and reporting: SLA attainment, backlog, CSAT, escalations; exec updates.
• Use CRM and analytics to identify patterns, prioritize work, and prevent escalations.
• Act as primary contact for major escalations; drive resolution with urgency.
• Collaborate cross-functionally with Product, Engineering, and Customer Success to improve the customer experience.

🎯 Requirements

• Bachelor’s degree in Business, Management, Information Systems, or equivalent experience.
• 5–7 years in technical or customer support, with 3–5 years in people leadership.
• Proven ability to lead, mentor, and develop high-performing teams in a dynamic environment.
• Strong command of support operations, including SLA management, escalation handling, and communications.
• Experience with CRM and support platforms such as Salesforce Service Cloud, Zendesk, or ServiceNow.
• Demonstrated strength in analytics and reporting to drive decisions and improvements.
• Excellent communication skills with executive presence and stakeholder alignment.

🎁 Benefits

• Base salary $110,000-$120,000 plus discretionary annual bonus.
• Comprehensive benefits: medical, dental, vision; 401(k) match; HSA.
• Flexible time off and wellness programs; life and disability coverage.
• Travel insurance and employee assistance programs.
• Equal opportunity employer with inclusive culture.