Manager of Customer Support

Role overview

This opportunity is shared on behalf of a partner employer that will handle applications and all subsequent hiring steps. The hiring company is seeking a Customer Support Manager based in the United States.

The role sits in a frontline leadership capacity within a global customer experience function that supports millions of users across a wide range of industries.

You will guide a high-performing support team that provides fast, empathetic, and technically informed service through multiple customer channels. A major part of the job is creating support operations that can scale efficiently while still keeping the customer experience personal and human.

In addition to leading people, you will help shape team culture through hiring, coaching, mentoring, and performance management. The position also involves close partnership with Product and Engineering so customer insights can be translated into product improvements.

You will work to improve support workflows, tools, and overall team productivity in a fast-moving SaaS setting. This is a high-impact leadership role for someone who enjoys developing strong teams and improving customer experience at scale.

Key responsibilities

• Guide, coach, and grow a support team so customers receive consistent, high-quality, and empathetic service across every channel.
• Manage day-to-day support activity across inbound queues, including case handling, chat, and phone support, while maintaining service targets.
• Own the processes for hiring, onboarding, training, mentoring, and evaluating performance to strengthen the support organization.
• Create and roll out scalable, customer-first workflows and operating practices that raise both efficiency and service quality.
• Work closely with Product and Engineering to surface customer issues, escalate bugs, and help shape product enhancements.
• Track and communicate key performance indicators to support ongoing gains in productivity and customer satisfaction.
• Build a collaborative, positive team environment that reflects company values and a customer-focused mindset.
• Coordinate effectively across Customer Experience and other internal teams to keep communication clear and aligned.

Required experience and qualifications

• 5-7+ years of experience in technical support, customer support, or customer experience, with leadership experience in SaaS environments.
• Demonstrated success leading teams in a multi-channel contact center or support setting.
• Strong background in coaching, mentoring, and developing support or service teams.
• Experience partnering with Product and Engineering teams in an agile or similarly fast-paced environment.
• Ability to manage inbound support across email, chat, phone, and case-based systems.
• Strong operational thinking, with a history of improving processes, workflows, and team results at scale.
• Excellent communication and relationship-building skills, with the ability to earn trust across teams and with customers.
• Comfort working with customers ranging from small businesses to large enterprise organizations.
• A data-led approach to decisions and performance management.

Benefits and perks

• Competitive pay plus performance-linked incentives.
• Medical, dental, and vision coverage.
• Remote-friendly flexibility and a supportive work setup.
• Paid time off and holiday benefits.
• Opportunities for learning, growth, and career advancement.
• A collaborative, people-first culture with an emphasis on inclusion and continuous learning.
• Exposure to a large-scale global SaaS platform serving millions of users.

Privacy and hiring process

Applications are reviewed through an AI-assisted matching process designed to quickly and fairly compare candidates against the role’s core requirements. The strongest matches are shortlisted and shared with the hiring company, which manages the final decision as well as interviews and assessments.

By applying, you acknowledge that your personal data may be processed to evaluate your candidacy and shared with the employer as part of recruitment. This is based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection to processing at any time.

The hiring process may also use AI tools to support tasks such as resume review, application analysis, response evaluation, and identifying possible inconsistencies or verification signals. These tools assist the recruitment team but do not replace human judgment, and final hiring decisions are made by people.