Manager, Customer Support
Skills
- Proven leadership and team development skills
- Experience with omni-channel support platforms (e.g., Zendesk, Salesforce)
- Familiarity with automation and AI-enabled support tools
- Strong analytical skills and KPI-driven decision making
- Escalation management and root-cause problem solving
- Knowledge base development and self-service optimization
- Cross-functional collaboration and stakeholder management
Responsibilities
- Lead, coach, and mentor a team of Customer Support Specialists with regular 1:1s, feedback, and development plans.
- Oversee omni-channel support (chat, phone, email) to meet SLA targets and optimize workflows.
- Act as primary escalation point for complex issues, coordinating with Product, Engineering, and cross-functional teams.
- Monitor and analyze performance metrics (response time, resolution time, CSAT) to identify trends and drive improvements.
- Design and implement process improvements, automation, and AI-assisted solutions to increase efficiency and reliability.
- Manage and enhance the knowledge base and self-service resources with an eye toward automation and AI-readiness.
- Collaborate with Customer Success, Product, and Marketing to surface customer insights and support product enhancements.
- Drive proactive support strategies and escalate product-impacting trends to inform roadmap decisions.
- Ensure compliance with support best practices and company policies while fostering a customer-centric culture.
Education
- Bachelor’s degree preferred or equivalent experience
- Relevant coursework or experience in business, education, or technology valued
Benefits
- Competitive salary with bonus opportunities
- Flexible work schedules and remote-first environment
- Comprehensive health and wellness benefits
- Flexible time off plans
- Career growth through development programs
- Collaborative, mission-driven culture
Average salary estimate
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