We are seeking a high-impact Manager of Customer Support to lead and scale a world-class support organization. This role is ideal for a leader who is equal parts people manager, process optimizer, data-driven strategist, and customer advocate. The ideal candidate embraces automation and AI as core components of modern support operations and is passionate about building efficient, scalable systems without compromising service quality. In this role, you will drive operational excellence, enhance the customer experience, and lead a high-performing team in an environment where precision, compliance, and responsiveness are critical.
What You’ll Do
Team Leadership & Performance
- Lead, coach, and develop a team of support specialists while fostering a culture of accountability, continuous improvement, collaboration, and psychological safety.
- Conduct structured 1:1s, team meetings, and performance reviews with measurable and actionable feedback.
- Establish and manage key support KPIs including response time, resolution rate, first-contact resolution (FCR), CSAT, and SLA adherence.
- Design and continuously improve onboarding programs that accelerate new hire productivity.
- Identify skill gaps and implement targeted training initiatives across product knowledge, compliance, tooling, and customer communication.
- Ensure the team remains informed on product updates, feature releases, policy changes, and workflow impacts.
Automation-First Operations
- Drive an automation-first mindset across the support organization by identifying opportunities to automate repetitive tasks, workflows, and customer communications.
- Own the support AI and automation roadmap, including initiatives such as AI-assisted ticket routing, automated response suggestions, chatbot optimization, and self-service enablement.
- Partner closely with Product and Engineering teams to integrate support systems and reduce manual operational effort.
- Conduct regular operational audits to identify workstreams suitable for automation and present findings to leadership.
- Measure and report automation ROI through metrics such as ticket deflection, handling time reduction, and agent efficiency gains.
Workforce Planning & Forecasting
- Build data-driven forecasting models to predict inbound support volume, SLA attainment, and staffing requirements across support channels.
- Analyze historical trends, seasonality, product releases, and growth projections to proactively recommend staffing adjustments.
- Develop scenario-based workforce models to support strategic business planning.
- Present workforce recommendations and operational insights to senior leadership with clear business rationale.
Ticket Queue & SLA Management
- Monitor and manage daily ticket queues across all channels to ensure SLA compliance and prevent backlog risk.
- Own escalated customer issues with urgency, accountability, and cross-functional coordination.
- Build dashboards and reporting that identify leading indicators of SLA risk before service disruptions occur.
Customer Advocacy & Voice of the Customer
- Serve as the Voice of the Customer by translating customer feedback, ticket trends, and CSAT insights into actionable improvements.
- Maintain structured feedback loops with Product, Engineering, Sales, and Customer Success teams to influence roadmap and operational decisions.
- Partner cross-functionally to ensure a seamless and consistent customer experience across all touchpoints.
Reporting & Data-Driven Decision Making
- Develop executive-level reporting on team performance, customer satisfaction, workforce utilization, SLA attainment, and automation effectiveness.
- Use data and operational insights to drive decisions related to staffing, process optimization, training, and tooling investments.
- Create real-time dashboards that track leading and lagging indicators of customer experience and team performance.
What We’re Looking For
- 5+ years of experience leading customer support teams in a B2B SaaS environment, with a proven track record of improving SLA performance, operational efficiency, and customer satisfaction (CSAT).
- 3+ years of progressive hands-on experience as a customer support representative within a B2B SaaS organization.
- Demonstrated success implementing automation and AI-driven solutions that reduced manual workload, improved response times, and enhanced the customer experience.
- Strong experience developing data-driven workforce forecasting models and presenting staffing recommendations and operational insights to leadership teams.
- Hands-on expertise with customer support platforms such as Zendesk or Salesforce, including workflow configuration, reporting, dashboard creation, and ticket routing optimization.
- Strong analytical and problem-solving skills with the ability to turn operational data into actionable business decisions.
- Excellent communication, coaching, and cross-functional collaboration skills.
- Passion for building scalable support operations, developing high-performing teams, and driving continuous improvement.
Compensation & Benefits
We offer a competitive compensation package designed to attract and retain top talent, including a market-competitive base salary, performance-based incentives, and opportunities for professional growth within a fast-growing organization.
Our benefits package is designed to support both your personal and professional well-being and includes medical, dental, and vision coverage, retirement savings plan, and paid time off. We are committed to building a people-first culture that values collaboration, continuous learning, work-life balance, and long-term career development.
We are proud to be an Equal Opportunity Employer and are committed to creating an inclusive workplace for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.
