Customer Support Manager (US Shift)

SaaS

11d

About The Position

SocialPilot is seeking a Customer Support Manager to partner with customers and help them achieve their social media goals. As part of the customer success team, the manager helps prospects assess whether SocialPilot is the right platform for them and works with customers to resolve issues, support adoption of new features, and help them succeed.

The role is responsible for maintaining consistent, high-quality support across email, chat, and voice channels, and includes both team leadership and individual-contributor support work. The manager monitors team performance and service metrics, improves support processes and documentation, and collaborates with internal teams to resolve issues and share customer feedback. The role works during the night shift.

Requirements

• At least 8 years of customer support experience within a B2B SaaS company.
• Excellent written and verbal English communication skills (mandatory).
• At least 3 years of experience managing or leading a customer support team.
• Hands-on experience handling customer support via email, chat, and calls.
• Strong working knowledge of support systems such as HelpScout, Zendesk, and similar platforms.
• Experience with ticket management, escalation handling, and customer satisfaction metrics.
• Ability to work independently and manage teams during the night shift.

Responsibilities

• Maintain consistent, high-quality customer support across email, chat, and voice channels by maintaining support standards and guidelines.
• Act as an escalation point for complex customer issues and ensure timely resolution.
• Monitor team performance, KPIs, SLAs, CSAT, and quality metrics.
• Develop, document, and improve support processes, workflows, and the knowledge base.
• Collaborate with Product, Engineering, and other internal teams to resolve issues and share customer feedback.
• Work as an individual contributor to handle support tickets and calls.
• Help prospects understand whether SocialPilot is the right platform for them.
• Help customers adopt new features and achieve success with the platform.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed