Senior Manager of Customer Support (Internal)

About This Role:

The Senior Manager of Customer Support will lead and manage the customer support team, driving customer satisfaction and operational excellence. This role will collaborate with cross-functional teams to enhance service delivery, implement customer-centric strategies, and promote a culture of continuous improvement.

A Day In The Life:

• Lead and mentor a high-performing customer support team, fostering a culture of excellence and accountability.

• Manage and lead a global support team operating 24/7, ensuring efficient and continuous customer service around the clock

• Monitor and analyze support metrics to ensure customer issues are resolved efficiently and to the highest standard.

• Collaborate with Product, Engineering, and Sales teams to enhance the customer experience and resolve product-related issues.

• Create and submit knowledge base entries to help improve customer self-service capabilities and share this internal knowledge to assist other internal team members

• Drive continuous improvement initiatives within the support team, including training and development programs.

• Manage the support team’s performance through regular coaching, feedback, and performance reviews.

• Establish and maintain strong relationships with key customers, acting as an escalation point for critical issues.

• Oversee the implementation and usage of support tools and systems to streamline workflows and improve efficiency.

• Provide regular reports to senior management on customer support performance, trends, and areas for improvement.

You Will Thrive in this Role if:

• Bachelor’s degree in Computer Engineering, Computer Science or a related field. Master’s degree is a plus.

• Minimum of 10 years of experience in customer support or a related field, with at least 3 years in a managerial role.

• Linux and Cloud (AWS, GCP, Azure) experience is required. Kubernetes, networking, and AI experience is a plus.

• Proven track record of leading and managing high-performing support teams.

• Strong understanding of cloud technologies and services.

• Excellent problem-solving, analytical, and decision-making skills.

• Outstanding communication and interpersonal skills.

• Experience with customer support tools and software - Zendesk, Jira, Guide, Gather, and Explore reporting.

• Ability to work effectively in a fast-paced, dynamic environment.

Benefits:

• Hybrid work schedule

• Competitive Paid Time Off

• Industry competitive pay

• Retirement benefits

• Healthcare benefits including Medical, Dental, and Vision

• Short and Long-Term Disability Insurance

• Life Insurance

• Paid Parental Leave

• Subscription to Calm App

Compensation Range:

Compensation will be paid as salary. Restricted Stock Units are included in all offers. Compensation to be determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.