Senior Manager of Customer Support

Canopy•South Jordan, UT

19h•Hybrid

About The Position

Canopy is a fast-growing SaaS company in South Jordan, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry. Our goal is to help our clients unlock the firm they’ve always wanted with our Practice Management Suite. We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way. We are seeking an experienced Senior Manager of Customer Support to lead and grow our Technical Support Specialists and Tier I and Tier II support teams. As a growing organization, we need someone with experience in scaling customer support operations in a dynamic software environment. You'll be responsible for driving excellent customer experiences, ensuring our support teams deliver timely and effective solutions, and continuously improving processes to support our expanding customer base.

Requirements

6+ 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.
Experience with AI tools to better Customer Support.
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.

Nice To Haves

Bachelor’s degree in a related field preferred.

Responsibilities

Lead, mentor, and manage a team of Tier I and Tier II support agents, ensuring they deliver 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.
Identify and implement opportunities to leverage AI for process enhancement.
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.