Manager, Customer Support

Responsibilities

• Lead, onboard, develop, coach, and manage a team of ~10 Technical Support Specialists and Technical Support Engineers
• Drive first response times and customer satisfaction metrics across the CS organization
• Identify, create, and execute workflows and projects to achieve CS goals and deliver exceptional customer experiences
• Partner cross-functionally with marketing, sales, and R&D as the voice of CS and customers
• Develop and improve CS processes and policies to drive simplicity and results
• Promote a team culture of belonging, ownership, and problem-solving
• Host regular 1:1s, performance reviews, performance improvement plans, and team meetings
• Align the CS team with company strategy, vision, and core values

Requirements

• 4+ years experience in customer support/service at a SaaS or technology company
• Minimum 3 years experience directly leading and managing a team and building strong team culture
• Strong communication, writing, and interpersonal skills for async global collaboration
• Experience managing teams to metrics and running performance processes
• Customer obsession with proven track record of building customer focus into interactions, processes, and culture
• Comprehensive knowledge of and interest in the technology industry
• Ability to recognize patterns in data and provide recommendations
• Optimism, flexibility, resilience, grit, and creativity

Nice-to-Haves

• Interest in AI and how it's transforming customer support

Compensation & Benefits

• Base salary range (Greater Chicago Area): $109,000 - $130,000
• Meaningful equity (RSUs)
• Corporate bonus program eligibility
• Comprehensive medical, dental, and vision coverage
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan with match
• Regular compensation reviews