Manager, Customer Support

WHAT YOU’LL DO

As a Manager in our Global Customer Support team, you will play a crucial role in leading a local team of support agents committed to fostering strong post-sale technical relationships with our customers. Your core responsibilities will include ensuring your team meets their KPIs, conducting regular one-on-one meetings, providing feedback, and mapping out career development plans. You will be responsible for evaluating your team's performance and actively involved in setting and reviewing their OKRs. Moreover, you will address underperformance through constructive feedback and proper documentation. Additionally, you will actively manage other key people processes, including hiring and onboarding.

As a leader, you will focus on creating opportunities for growth for your team by mentoring, teaching, and providing valuable feedback. Your aim will be to elevate team performance by instilling a growth mindset and sharing your expert knowledge to support their professional development.

Your role requires delivering high-impact outputs that demand meticulous attention to detail, accuracy, and thoroughness. You will advocate for and maintain team standards while understanding team challenges and identifying effective strategies to overcome them. In project leadership, you may indirectly manage team members and extend feedback across diverse areas of expertise. Additionally, you will serve as an escalation point for complex customer issues, ensuring exceptional customer satisfaction.

WHAT YOU HAVE

• 2-4 years of management experience in overseeing a technical support organization, preferably within a SaaS B2B environment.
• Proven track record in leadership and talent development, including the recruitment, motivation, and mentoring of high-performing teams.
• Demonstrated ability to coach and cultivate a culture of continuous learning and adaptation.
• Expertise in addressing complex and time-sensitive technical support challenges effectively.
• Exceptional written and verbal communication skills.
• Capability to foster a growth-oriented and supportive team culture that encourages development and collaboration.
• Experience in working within decentralized organizations, facilitating collaboration with partners and team members across diverse regions and time zones.
• Skilled in managing critical customer-facing escalations and maintaining clear communication with internal and external stakeholders until resolution is achieved.
• Strong attention to detail for documentation and process standardization across global teams.
• Ability to synthesize complex concepts and articulate them clearly to varied audiences.
• In-depth knowledge of case management processes, including issue resolution, escalation management, and knowledge-centered support.
• Proficiency with case management tools, such as Salesforce, Zendesk, or other similar CRM ticketing systems.
• Comprehensive understanding of key support KPIs, including Customer Satisfaction (CSAT), Customer Effort Score (CES), and time to resolution.
• Experience with the following technologies will be considered a plus: HTML, CSS, JavaScript, APIs, and/or SQL.
• Experience with the following tools will be considered a plus: Postman, Snowflake, and/or Kibana.