Manager, Customer Support
Skills
- Proven people leadership and team development experience in technical/customer support.
- Deep understanding of support operations: SLA management, escalation handling, and case lifecycle.
- Experience with CRM/support platforms such as Salesforce Service Cloud, Zendesk, or ServiceNow.
- Strong analytics and reporting skills to drive operational decisions and continuous improvement.
- Excellent written and verbal communication with executive presence and stakeholder alignment skills.
- Experience with workforce management, forecasting, and capacity planning.
- Familiarity with automation, self-service, and AI-assisted support tooling.
- Customer-centric mindset with experience managing complex B2B or public-sector customer relationships.
Responsibilities
- Lead, coach, and develop a team of technical support professionals to build a high-performing, accountable culture.
- Oversee daily support operations: queue management, case assignment, coverage, and service quality.
- Own team KPIs and reporting (SLA attainment, backlog health, CSAT, fix timeframes, escalation trends) and provide executive updates.
- Use CRM and support analytics to identify patterns, prioritize work, and drive preventative actions.
- Serve as primary point of contact for major customer escalations and lead timely resolution efforts.
- Conduct root cause analysis and implement corrective/preventive actions across process, training, and product.
- Optimize policies, processes, and workflows to reduce friction and improve efficiency.
- Strengthen self-service resources and collaborate on automation and AI-assisted support capabilities.
- Collaborate cross-functionally with Product, Engineering, and Customer Success to protect and improve the customer experience.
- Support workforce management: forecasting, scheduling, and capacity planning.
Education
- Bachelor’s degree in Business, Management, Information Systems, or equivalent experience required.
- Equivalent combination of education and experience will be considered.
Benefits
- Annual base salary range $110,000–$120,000 plus discretionary annual bonus target.
- Flexible time off and remote work options.
- Comprehensive medical, dental, and vision plans.
- Family planning benefits and employee assistance programs.
- 401(k) retirement savings plan with company match.
- Health savings account with company contributions and flexible spending accounts.
- Life, accident, and disability coverage, business travel insurance, and other well-being benefits.
Average salary estimate
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