Manager - Customer Support

Validity • Boston, MA

104d

About The Position

As a Manager of Customer Support at Validity, you will be responsible for ensuring Validity provides a best-in-class support experience. You will leverage your previous success in developing regionally distributed, scalable, and efficient support teams that manage a mix of cases, phone, and chat interactions to maximize overall team performance and provide efficient customer service. The role requires you to be passionate about establishing and maintaining a culture of continuous improvement starting from hiring the right people, to building a consistent level of expertise and following up with on-going professional development for your team. Finally, as a Manager - Customer Support, you will inspire and motivate teams by identifying and eliminating barriers and/or limits which constrain the team and keep them from reaching and exceeding goals on a regular basis.

Requirements

• 2+ years directly managing a ticket/case-based support team.
• 4+ years in a customer support role.
• Demonstrated success managing a team of support representatives; proven experience in a role with similar responsibilities and requiring the above-mentioned competencies.
• Success in meeting/exceeding Customer Support KPI's - such as Time to Resolution (TTR), minimizing Backlogs, and improving Customer Satisfaction metrics.
• Experience building reports and analyzing data to effectively drive process improvements and improved client experiences.
• Experience in a growth-stage company, managing hyper-growth and change within a team.
• Excellent written and verbal skills.

Nice To Haves

• Experience with Salesforce Service Cloud ticketing system and Salesforce Agent Force.
• Experience with the use of AI to improve support efficiency and effectiveness.
• Experience in Email Marketing SaaS a plus.

Responsibilities

• Manage the daily workflows of a global support team, monitoring email product support queues, handling escalations, and driving consistent service levels.
• Conduct regular team training to improve product knowledge, communication, and problem-solving skills.
• Closely monitor support KPIs (e.g., response time, resolution time, CSAT) to ensure service excellence.
• Evaluate cases and create reports to drive improvements.
• Manage and bring conclusion to ticket escalations.
• Review the internal Support process regularly, identify process gaps and determine solutions to resolve them.
• Stay deeply involved with the needs of your team, what they are working on, and what they are concerned about, and regularly communicate this back to upper management.
• Provide career development planning and guidance to your team, meeting 1:1 with direct reports on a regular basis.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees