Customer Support Manager/Senior Manager

Position Overview:
The Customer Support Manager will lead and support a team of Customer Support Analysts, focusing on maximizing customer satisfaction and team performance. Youll be responsible for coaching, managing performance, and fostering an environment of continuous improvement. This role involves collaborating with global teams, handling critical issues, and optimizing processes to ensure seamless customer experiences.

Key Responsibilities:
Lead, Inspire, and Coach: Manage a team of 25-30 Customer Support Analysts, providing
mentorship, development, and motivation to help them excel and reach their full potential.
Hiring & Retention: Own the full lifecycle of your team members, from hiring and onboarding
to performance management and retention.
Client Management: Proven experience in managing client relationships, understanding
customer needs, and delivering solutions that drive satisfaction and retention.
Reporting/Analytics: Develop, analyze, and present reports using tools like Excel, Google
Analytics, Power BI, or Tableau. Provide actionable insights to improve team performance,
client satisfaction, and operational processes.
Performance Management: Track and drive key performance metrics using tools like Zendesk,
ensuring both individual and team goals are consistently met or exceeded.

Operational Excellence: Monitor team performance, manage workloads, and ensure schedules
are adhered to, delivering best-in-class service to customers.
Collaboration & Problem-Solving: Partner with cross-functional teams to resolve complex
customer issues and continuously optimize processes for better outcomes.
Critical Issue Management: Play a hands-on role in resolving high-priority issues, ensuring
swift and effective solutions while maintaining customer trust and satisfaction.
Process Improvement: Continuously evaluate and refine customer support practices to drive
efficiency, scalability, and quality service delivery.
Global Coordination: Collaborate with peers across regions to ensure smooth handoffs,
effective queue management, and a unified approach to global customer support efforts.
What were looking for:
Experience: 12+ years in customer support, with at least 3 years in a leadership capacity and
handling a team, ideally within a SaaS or B2B tech company.
Leadership: Proven ability to lead, mentor, and develop high-performing teams, with a focus on
empathy, collaboration, and positive conflict resolution.
Technical Expertise: Strong knowledge of CRM tools (e.g., Zendesk) and customer support
processes, with a track record of driving performance improvements and innovation
Communication: Exceptional written and verbal communication skills, with the ability to
effectively tailor your message to different audiences.
Adaptability: Comfort working in a fast-paced, high-growth environment with shifting
priorities, demonstrating agility and resilience.
Customer-Centric: A passion for delivering exceptional customer experiences, constantly
seeking ways to make interactions effortless and effective.
Problem-Solver: A creative thinker who can approach challenges with curiosity and a
solution-oriented mindset.

12+ years in Customer Support (with leadership experience)
3+ years in a Leadership Capacity
Experience in SaaS or B2B tech companies
Team Leadership and Mentorship (managing 25-30 Customer Support Analysts)
Client Relationship Management (understanding customer needs, driving satisfaction)
Performance Management (driving key performance metrics)
CRM Tools (e.g., Zendesk expertise)
Reporting & Analytics (using Excel, Power BI, Tableau, or Google Analytics)
Critical Issue Management (handling high-priority issues)
Operational Excellence (managing workloads, adherence to schedules)
Cross-functional Collaboration
Process Improvement & Optimization

Why Join Us:
We believe in empowering our employees to grow and thrive. As a part of our
team, youll be joining a company that values innovation, collaboration, and continuous
improvement. We offer a supportive, high-energy environment where your ideas and
contributions will have a direct impact on our customers and the companys success. If you
are ready to take on a leadership role where you can shape the future of Customer Support,
this is the opportunity for you.