Manager of Customer Support

Canopy & Co. Limited - South Jordan, UT

Full-time - Manager

Hybrid - South Jordan, UT

Administrative and Support Services

About the position

The Manager of Customer Support at Canopy is responsible for leading and growing the Tier I and Tier II support teams in a fast-paced SaaS environment. This role focuses on driving excellent customer experiences, ensuring timely and effective solutions, and continuously improving support processes to accommodate a growing customer base. The position requires strong leadership skills and the ability to implement scalable processes while collaborating with various departments to enhance customer satisfaction.

Responsibilities

• Lead, mentor, and manage a team of Tier I and Tier II support agents, ensuring high-quality customer service across multiple channels (email, chat, phone).
• Develop and implement scalable processes and best practices to improve team efficiency and customer satisfaction.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, and report on these metrics regularly.
• Collaborate with other departments (Product, Engineering, Sales) to ensure the support team is equipped with the necessary knowledge and tools.
• Manage escalation processes to ensure timely resolution of complex or high-priority issues.
• Identify trends in support cases to proactively address common customer challenges and suggest product improvements.
• Maintain and enhance customer support platforms and tools, ensuring they are optimized for a growing team.
• Ensure proper documentation of support workflows, troubleshooting guides, and internal processes.
• Oversee training and development programs for the support team to continuously improve their technical knowledge and customer service skills.
• Advocate for customer needs within the organization and help align support efforts with broader company goals.

Requirements

• 3+ years of experience managing customer support teams, ideally in a SaaS or software-focused environment.
• Proven track record of scaling support teams and improving operational efficiencies in a fast-paced, high-growth setting.
• Strong leadership and coaching skills, with the ability to foster a collaborative, results-driven team culture.
• Experience working with customer support platforms.
• Excellent problem-solving and analytical skills, with the ability to derive insights from data and apply them to improve support performance.
• Strong communication skills, both verbal and written, with the ability to interact effectively across teams and with customers.
• Ability to adapt and thrive in a constantly evolving software environment.
• Bachelor's degree in a related field preferred.

Benefits

• Flexible Paid Time Off
• Health Benefits including Medical, Dental, and Vision
• 401(k) matching
• Mental Health support through Impact Suite & Employee Assistance Program
• Paid New Parent Leave & Birthing Parent Leave
• Supplemental Benefits including Basic Life & AD&D insurance and long & short-term disability coverage
• Peer-to-peer recognition program (Nectar)
• Company Events
• Fully-stocked kitchen