Manager, Customer Support

Jobgether

10h • $67,000 - $95,000 • Remote

About The Position

This role offers an exciting opportunity to lead and scale a dynamic Tier 1 Customer Support team within a fast-growing SaaS environment. The Manager, Customer Support will oversee day-to-day operations, ensuring timely, high-quality assistance while nurturing a collaborative and inclusive team culture. You will be responsible for developing scalable processes, coaching team members, and driving improvements in efficiency, quality, and customer satisfaction. This position involves cross-functional collaboration with Product, Engineering, and Operations teams to enhance workflows and support systems. The ideal candidate will thrive in a fast-paced, entrepreneurial setting, balancing operational management with strategic initiatives. On-call responsibilities and occasional extended hours may be required to ensure seamless service.

Requirements

• 3-5+ years of experience managing Tier 1+ support teams in a fast-paced SaaS or startup environment.
• Technical aptitude to oversee support for platforms managing data, reporting, user permissions, scheduling, payments, or inventory.
• Experience with standard support tools such as Intercom, Zendesk, Salesforce, Jira, Zoom, and Slack.
• Strong leadership and coaching skills, with high emotional intelligence and the ability to navigate complex internal and customer interactions.
• Results-oriented, analytical mindset with the ability to track metrics, measure impact, and drive continuous improvement.
• Excellent communication skills, patience, problem-solving ability, and adaptability to a flexible work schedule, including on-call rotations.

Responsibilities

• Lead, mentor, and coach a diverse team of Tier 1 Support Specialists, including hiring, training, and performance management.
• Monitor and manage support queues and team performance, ensuring service-level agreements (SLAs) and key performance indicators (KPIs) are met.
• Analyze support data, identify trends, and provide actionable recommendations to improve operations and customer experience.
• Conduct quality assurance reviews and provide targeted feedback to maintain a high standard of customer communication.
• Manage escalated customer issues and participate in incident response rotations as needed.
• Drive cross-functional initiatives to enhance support resources, documentation, and customer enablement.
• Collaborate with other teams, including Product, Engineering, and Operations, to implement process improvements and scale support operations.

Benefits

• Competitive salary range of $67,000 - $95,000 plus a 20% annual bonus.
• Fully remote work with a monthly work-from-home stipend.
• Comprehensive health coverage, including medical, dental, vision, and life insurance.
• 401(k) plan with company match.
• Flexible vacation policy and family planning resources.
• Equity opportunities and learning & development programs to support career growth.
• Inclusive, collaborative, and mission-driven company culture.

What This Job Offers

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