Customer Support Manager

2 days ago

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Description

• Lead support team to deliver outstanding customer service and drive satisfaction and retention. • Responsible for hiring, training, and managing team performance to meet KPIs. • Optimize support workflows, implement automation, and maintain a self-service knowledge base. • Collaborate with Product, Engineering, and Sales to address customer feedback and resolve complex issues. • Analyze support data and customer insights to drive continuous improvements.

Requirements

• 3+ years of support experience in SaaS company • 2+ years of experience managing a support team • Excellent people and management skills to interact with staff, colleagues, cross-functional teams and third parties • Excellent written and verbal communication skills • High attention to detail, organized and strong project management skills • Ability to balance strategic planning with hands-on execution in a fast-paced environment

Benefits

• Fully Remote • Unlimited PTO (Highly suggested 3-week minimum) • Flex Hours • 100% healthcare premiums covered for employees • 70% healthcare premiums covered for dependents • Low cost-to-employee vision and dental • Automatic 3% employer addition to 401k • 12 weeks of fully paid Parental Leave • Technology stipend to cover the equipment you need to set up your home office • Professional development reimbursement