Customer Support Manager
About The Position
The Customer Support Manager will lead and scale a high-performing support team across multiple channels including chat, phone, and email. This role combines operational leadership, team development, and AI-powered process optimization to ensure customers receive fast, consistent, and high-quality support. You will manage daily team performance, monitor key metrics such as CSAT, response time, and resolution efficiency, and drive continuous improvement through coaching and workflow design. Partnering cross-functionally with Product, Engineering, and Customer Experience teams, you will optimize support tools and AI systems to enhance the customer journey. This position directly impacts customer satisfaction, operational excellence, and overall business growth in a fast-paced, scaling SaaS environment. Success in this role requires a blend of analytical skills, leadership, and hands-on operational expertise.
Requirements
- 5+ years of experience in SaaS customer support
- 3+ years of people management experience in a high-volume, live support environment
- Hands-on experience administering and optimizing support tools such as Intercom, including workflows, routing, SLAs, and reporting
- Experience leveraging AI-powered support systems to improve resolution efficiency and reduce cost per contact
- Demonstrated ability to manage structured phone support with defined service level targets
- Proven track record of improving CSAT, response times, and other operational KPIs
- Strong analytical skills and comfort with dashboards, performance reporting, and data-driven decision making
- Experience in fast-paced, scaling startup environments with high ownership mindset and execution discipline
- Strong escalation management and customer de-escalation skills
Responsibilities
- Lead, develop, and manage a team of 5+ Support Specialists across chat, phone, and email channels
- Own day-to-day performance metrics including first response time, time to resolution, CSAT, handle time, and AI-assisted resolution rates
- Serve as operational owner for support platforms and AI tools, optimizing workflows, routing rules, automation, and reporting
- Deliver structured coaching, QA calibration, and real-time feedback to drive team performance and growth
- Handle escalations and provide leadership during high-pressure customer situations
- Partner cross-functionally with Product, Engineering, and Sales to ensure support readiness for product launches, updates, and pricing changes
- Analyze recurring customer issues, propose root-cause solutions, and enhance knowledge base quality to improve AI-assisted support accuracy
Benefits
- Competitive salary range: $80,000â$90,000 USD
- 100% premium coverage on healthcare plans for employees and their families
- Dental and vision coverage for employees and families
- New laptop and equipment for your role
- Wellness stipend to support physical and mental well-being
- Inclusive, diverse, and collaborative company culture
- Opportunities to contribute to a high-growth SaaS business in an innovative engineering and product environment
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
