Customer Support Manager

What You’ll Do:

• Team Leadership & Development:
• Foster a customer-centric culture within the support team, promoting high performance, accountability, and collaboration.
• Build and nurture a cohesive, results-driven team through coaching, training, and performance management.
• Customer Success & Support Operations:
• Own and manage the daily operations of the customer support team, ensuring that service delivery meets or exceeds established KPIs.
• Develop and implement strategies to scale customer support operations while maintaining high quality.
• Oversee the development and refinement of internal processes, workflows, and tools to streamline customer support delivery.
• Partner with cross-functional teams (e.g., Product, Engineering, Marketing) to iterate and improve on team processes. 
• Problem Solving & Issue Resolution:
• Proactively identify trends and patterns in customer issues, and work with relevant teams to address them at scale.
• Own the customer success organization P&L, proactively seeking opportunities to drive efficiency and quality as we grow. 
• Metrics & Continuous Improvement:
• Set, track, and report on team performance against service-level agreements (SLAs) and other key performance indicators.
• Continuously look for opportunities to optimize support processes and drive customer-centric innovations.
• Stakeholder Management & Cross-functional Collaboration:
• Collaborate with leadership teams to align customer support goals with broader company objectives.
• Act as the voice of the customer, providing insights and feedback to improve product offerings, processes, and service quality.

What You’ll Bring:

• 5-8 years of relevant experience in customer support management, ideally in high-growth, fast-paced environments.
• Experience managing large teams and leading customer success organizations.
• Strong ability to solve complex problems and handle high-pressure situations with professionalism.
• Demonstrated success in implementing process improvements, driving efficiency, and scaling customer support operations.
• Excellent communication skills, with the ability to present and influence key stakeholders at all levels of the organization.
• Analytical mindset with experience in using data to drive decision-making and continuous improvement.
• Ability to adapt and thrive in a rapidly changing environment while maintaining a customer-first approach.

Preferred Qualifications:

• Experience with customer support platforms (e.g., Zendesk, Freshdesk, etc.) and CRM tools.
• Background in SaaS, technology, or similar high-growth industries.
• Bachelor’s degree in a relevant field or equivalent experience.