Manager, Customer Support

Sprout Social

11h•$85,600 - $141,200•Remote

About The Position

Sprout Social is looking to hire a Manager, Customer Support to the Customer Support team in the U.S. At Sprout Social, our Customer Support team builds the foundation of trust that allows our global customers to thrive. We are the face of Sprout, providing the clarity and speed required to turn complex challenges into seamless solutions. One of the most unique and exciting aspects of our support team is that we don’t have customer assignments or individual workloads—it’s a group workload. We consider ourselves a community and function as such, supporting one another from day one to reach our goals and grow in our career. In this role, you’ll become an integral resource for the entire organization, partnering with teams across the business to share feedback and drive excellence. We view Customer Support as a premier launchpad for long-term impact; we are committed to coaching you through a wide array of skills that set you up for success at the forefront of the tech industry. If you’re ready to own your impact, support your peers, and help world-class brands navigate the future of social intelligence, this is where you can make a lasting impact.

Requirements

Demonstrated experience scaling diverse teams in a fast-paced, high-volume SaaS environment.
Responsible for operational strategy, multichannel support (chat, email, phone), and coaching your team to success.
Proven project management experience, allowing you to effectively remove blockers and ensure your team has exactly what they need to succeed.
6+ years in a high volume, real time Customer Support role in SaaS or B2C Technical Support
1+ years experience leading distributed, dynamic, multi-channel teams and driving performance results through deep KPI understanding
Demonstrated project management experience, with a track record of driving operational improvements, securing resources, and effectively removing blockers for your team.

Nice To Haves

Experience managing support tools, such as chat/ticketing platforms, CRMs, etc. Specific experience with Zendesk and/or Salesforce is a plus.
Experience leading complex cross-functional initiatives, such as integrating acquired teams, standardizing workflows, or building centralized knowledge repositories.
A technical background or degree (e.g., CS or IT) that enables you to communicate effectively with engineering teams and understand complex SaaS architectures.
Strong internal and external communication skills with a natural empathy for our customers and employees
Proficiency with social media and emerging AI technologies

Responsibilities

Spearhead the integration of newly acquired support teams by building strong relationships with engineering, sales, and success, and establishing new processes and knowledge repositories.
Lead a group of both individual contributors through a Diversity, Equity and Inclusion lens.
Oversee coverage needs, team capacity, performance, and growth ensuring all core qualitative and quantitative KPIs are achieved.
Identify operational risks (e.g., spikes in volume, system issues, major bugs) and lead real-time response plans to minimize customer and team impact.
Develop and manage scalable support processes and centralized knowledge repositories to streamline team operations and empower the broader organization with easily accessible resources.
Cultivate close relationships with account and engineering teams to drive positive changes for our teams and customers.
Actively collaborate across our leadership team, within our Support organization, and across Sprout to help drive the voice of the customer.
Conduct regular performance check-ins, coaching conversations, and career development discussions with individual contributors and/or Team Leads to support growth, accountability, and high performance.

Benefits

Premium BCBSIL medical, dental (high/low plans), and vision (Eyemed) insurance for you and your eligible dependents.
Full, free access to Modern Health for you and your dependents, including coaching, therapy sessions, and digital wellness resources.
401(k) plan with a 50% company match on your first 6% of contributions (a 3% total match).
100% employer-paid Life and Disability insurance for your peace of mind.
A flexible PTO policy, supplemented with additional company-wide Rest & Recharge days throughout the year.
Up to 16 weeks of paid leave for new parents to support you in expanding your family.
A $1,000 USD annual Lifestyle Spending Account to spend on your physical, mental, and financial well-being.
A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet.
16 hours of paid volunteer time annually, plus a $100 annual match for your charitable donations.
Access to pre-tax commuter benefits, subsidized child/eldercare (Care.com), discounted pet insurance (Figo), and no-cost personalized financial wellness support through Your Money Line.