Manager, Customer Support in United States at Jobgether
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Job Description
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager, Customer Support in United States.
This role sits at the heart of the customer experience, leading and scaling a high-performing Tier 1 Support team within a fast-paced SaaS environment. You will be responsible for ensuring customers receive fast, accurate, and empathetic support while maintaining strong service-level performance and operational excellence. Acting as both a people leader and operational driver, you will coach support specialists, refine processes, and elevate the overall quality of customer interactions. You will work closely with Support leadership and cross-functional partners in Product, Engineering, and Customer Experience to improve systems, reduce friction, and strengthen customer satisfaction. The environment is highly collaborative and data-driven, requiring strong ownership, adaptability, and a continuous improvement mindset. This is a high-impact leadership role where your work directly shapes both team performance and customer outcomes.
In this role, you will lead the Tier 1 Support function, ensuring strong team performance, operational efficiency, and exceptional customer experience across all support channels.
- Lead, coach, and develop a team of Tier 1 Support Specialists through hiring, training, 1:1s, and performance management.
- Monitor team performance, ticket queues, and KPIs to ensure service-level agreements and quality standards are consistently met.
- Conduct QA reviews and provide actionable feedback to improve communication quality, efficiency, and customer satisfaction.
- Identify trends in support data and escalate systemic issues, partnering with stakeholders to improve processes and reduce recurring issues.
- Manage escalations and incident response, ensuring proper handling of complex or sensitive customer situations.
- Collaborate cross-functionally with Product, Engineering, Ops, and CX teams to improve workflows, tooling, and customer experience.
- Build and scale support resources such as internal documentation, training materials, and customer-facing knowledge bases.
The ideal candidate brings strong SaaS support leadership experience, operational expertise, and a passion for delivering outstanding customer experiences in fast-moving environments.
- 3–5+ years of experience managing Tier 1 or customer support teams in a SaaS or technology-driven environment.
- Experience in building, scaling, and improving support operations, processes, and team structures.
- Strong technical aptitude with familiarity in support tools such as Zendesk, Intercom, Salesforce, Jira, Slack, or similar platforms.
- Experience managing incident response processes and handling complex escalations with professionalism and clarity.
- Strong analytical mindset with the ability to interpret support metrics and drive data-informed improvements.
- Excellent communication and interpersonal skills with high emotional intelligence and a customer-first mindset.
- Ability to thrive in fast-paced, high-growth environments with shifting priorities and evolving processes.
- Competitive compensation package including base salary ($67,000–$95,000) plus up to 20% annual bonus
- Fully remote work within the United States with flexible scheduling
- Comprehensive health coverage including medical, dental, vision, and life insurance
- 401(k) retirement plan with company match
- Flexible vacation policy and paid time off
- Monthly home office stipend to support remote work setup
- Equity opportunities to share in company growth
- Learning and development support to encourage continuous growth and skill building