Customer Support Manager
About The Position
The Customer Support Manager leads the customer support team serving SambaSafety’s Fleet and Workforce Safety, Insurer Risk, and Integrated Partner solutions, resolving approximately 55,000 cases per year. The role is responsible for maintaining support quality while shifting the team from reactive case handling toward proactive customer engagement that increases product adoption and identifies expansion opportunities. The manager uses data, AI, and automation to anticipate customer needs, improve efficiency, and deliver personalized outreach, partnering with Customer Success, Product, IT, and Operations to remove roadblocks and improve the customer experience. The manager leads 15 people: 12 Customer Support Representatives and three vertical leads who direct queues and serve as first-level escalations. The role owns team KPIs and the support operating model and reports to the Senior Director, Customer Success. It is a remote position based in the United States in a fast-paced, high-ambiguity environment with multiple initiatives underway.
Requirements
- At least 5 years of experience in customer support, including at least 3 years managing people.
- B2B SaaS customer support experience involving queues, SLAs, QA, and KPI dashboards.
- Hands-on Salesforce Service Cloud skills, including the ability to build reports and dashboards independently.
- Ability to map workflows and configure or prototype process improvements.
- Ability to use data to uncover answers and insights, not merely report results.
- Hands-on experience with AI and support automation tools.
- Coaching and talent-development skills, balancing employee development with high standards.
- Ability to lead change that improves the customer experience and addresses underlying processes.
- Accountability and ownership in removing roadblocks and following improvements through to results.
- Customer focus, including anticipating needs and using interactions to improve adoption and customer experience.
- Data-driven decision-making skills using case, KPI, and health-score data to identify root causes, priorities, and recommendations.
- Cross-functional collaboration skills with Product, IT, Operations, and senior leaders.
- Clear communication under pressure, including during escalations and platform or data-provider outages.
Nice To Haves
- Experience with fleet, telematics, insurance, or motor vehicle record data.
Responsibilities
- Lead a team of 15, including 12 Customer Support Representatives and three vertical leads who direct queues and serve as first-level escalation points.
- Own team KPIs and the support operating model.
- Recruit, onboard, and coach team members; set clear expectations and create individual growth plans.
- Identify and remove organizational, process, and technology roadblocks while fostering accountability and ownership.
- Advocate for the team and customers with senior leaders and cross-functional partners.
- Use Salesforce data to identify trends, root causes, automation opportunities, and expansion opportunities, and share insights with Customer Success leadership.
- Own KPIs for response and resolution times, SLA attainment, QA scores, customer satisfaction, and time spent on proactive work.
- Build and maintain the team’s operating playbook, keeping SOPs and documentation current, accessible, and connected to SLA and QA outcomes.
- Identify and use AI-enabled tools and automation to improve efficiency and the customer experience.
- Own the escalation process with Product and Operational teams.
- Lead customer communications during platform and third-party data provider outages.
- Redirect capacity freed through automation toward proactive customer outreach, health-score-driven conversations, and adoption programs.
- Partner with IT, Product, and leadership to optimize the customer knowledge base, improve case object automation, and prioritize automation enhancements that enable proactive customer service.
- Build support-team infrastructure and coaching practices that help Customer Support Representatives identify and log expansion opportunities.
Benefits
- Flexible and generous paid time off
- Paid volunteer days
- 401(k) employer match
- Healthcare benefits
- Up to 12 weeks of paid maternity leave based on tenure
- Wellness benefits
- Tuition reimbursement
- Flexible work arrangements
- Company swag and events
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
