કામનું વર્ણન

About the Role

This position is for a Manager of Customer Support with a partner company located in the United States. The role involves leading and transforming a customer support team that supports essential software systems. The core duties include managing day-to-day support operations, coaching team members, and developing scalable processes to enhance customer satisfaction.

The role demands close collaboration with leadership and various internal departments to achieve operational excellence using data-driven strategies and continuous enhancements. It entails a blend of hands-on leadership, people development, process optimization, and strategic implementation. The successful candidate will cultivate a high-performance customer support culture emphasizing accountability, ownership, and customer success, with the freedom to refine workflows, develop team skills, and influence the organization's future.

Key Responsibilities

Oversee daily customer support operations, ensuring efficient queue management, ticket prioritization, backlog control, and adherence to Service Level Agreements (SLAs).
Analyze support metrics such as ticket volume, aging, response and resolution times, customer satisfaction scores, and quality indicators to spot trends and areas for enhancement.
Lead ticket review meetings, operational check-ins, and backlog management sessions to maintain consistent team execution.
Serve as the point of escalation for complex customer issues, providing solutions and guaranteeing timely resolution.
Manage support agents and team leads by setting clear expectations, offering constructive feedback, and enforcing accountability regarding performance goals.
Implement and sustain quality assurance and coaching programs aimed at improving agent effectiveness and customer outcomes.
Conduct regular one-on-one meetings focused on development, feedback, problem resolution, and career progression.
Identify performance shortfalls and execute improvement plans with clearly defined objectives and measurable results.
Develop onboarding processes, training resources, knowledge bases, and competency frameworks to support team development.
Cultivate a culture of ownership, curiosity, collaboration, and ongoing improvement within the support team.
Maintain precise reporting and operational transparency, proactively identifying risks, capacity issues, and opportunities for process improvements.
Collaborate with Customer Success, Product, Engineering, and Services teams to enhance the customer experience and improve escalation procedures.
Prepare the support team for product launches, anticipating and mitigating potential customer impact.

Candidate Requirements

A minimum of 5 years' experience in customer support operations, including at least 2 years in a managerial role overseeing teams of 8 or more specialists within a B2B SaaS environment.
Demonstrated ability to build, scale, or significantly enhance customer support operations and workflows.
Expertise in managing support queues, triaging tickets, coaching agents, and refining operational processes.
Experience in establishing and managing quality assurance programs that boost agent performance and customer satisfaction.
Proficient knowledge of contemporary customer support platforms such as Zendesk, including configuring views, workflows, automations, reporting, and ticket management.
Competent in monitoring and utilizing support KPIs, including customer satisfaction (CSAT), first response times, resolution times, first contact resolution, ticket volume, and quality metrics.
Strong analytical aptitude for converting operational data into actionable improvements.
Excellent communication skills, both written and verbal, capable of creating documentation, delivering feedback, and reporting insights to leadership.
Experience managing distributed or remote teams across multiple geographies and time zones.
Ability to work collaboratively with cross-functional teams including Customer Success, Product, Engineering, and others.
Preferred experience in mission-critical, compliance-oriented, healthcare, infrastructure, public safety, or government-related SaaS sectors.
Familiarity with tools like Jira for escalation management and interdepartmental collaboration.
Experience in workforce management, scheduling, capacity planning, or coverage modeling is advantageous.
A strong sense of ownership, meticulous attention to detail, and the capacity to thrive in a dynamic, fast-paced environment.

Compensation and Benefits

Competitive annual salary around $100,000.
Fully remote position for employees based in the U.S.
Comprehensive medical, dental, and vision insurance plans.
Access to Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
Participation in a 401(k) retirement savings plan.
Flexible paid time off policy to support work-life balance.
Technology stipend to facilitate remote working requirements.
Opportunities for career advancement and continued professional development.
A collaborative culture centered on innovation, ownership, and impactful contributions.
Chance to contribute to software that supports critical public safety operations.

Additional Information

Applicants' data will be processed in accordance with data protection laws to evaluate candidacy and shared with the hiring company. AI technologies may assist in application assessments but do not replace human judgment. The hiring decision and subsequent steps are managed internally by the employer.

Manager, Customer Support