Manager - Customer Support
December 14
Description
• We are seeking a customer-centric and empathetic Manager of Customer Support to lead an amazing team of support engineers dedicated to ensuring all of our users have an amazing experience with Tailscale. • The ideal candidate will have a background in supporting users of a technical SaaS product, an analytical mindset, and experience in managing teams in a fast-paced, customer-centric environment. • As a key leader in the Customer Support organization, you will collaborate closely with Engineering, Product, Marketing, and Sales teams to resolve complex technical issues, drive continuous improvement, and contribute to customer retention and satisfaction. • The role will report directly to the VP of Customer Experience.
Requirements
• 7+ years of experience in customer support or customer success engineering, with at least 3-5+ years in a leadership or people manager role. • Experience working with SaaS products or in a security-focused technical environment is highly preferred. • Strong understanding of Cloud Service Provider landscape, networking concepts, and security frameworks. • Expertise in troubleshooting technical issues related to cloud infrastructure, security, and network configurations. • Comfort in working with SaaS tooling and leveraging data to highlight key areas of improvement/investment • Strong written and verbal communication skills, with the ability to clearly explain complex technical concepts to non-technical customers. • Experience in crafting and collaborating on technical documentation, knowledge bases, or troubleshooting guides. • Proven ability to lead, motivate, and grow a high-performing team in a fast-paced environment • Excellent analytical and problem-solving skills, with the ability to think critically and diagnose issues in a timely manner.
Benefits
• An inclusive, flexible environment where you can be your authentic self. • A competitive total compensation package. • Comprehensive group benefits with no waiting period. • All-remote with the opportunity to work from anywhere • Connect with other Tailscalars IRL. • Support for your personal and professional development. • Paid time off and a healthy work-life integration. • A build-your-own home office setup. • Generous parental leave program from your first day.
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