Manager, Customer Support
Lead a team of ~10 Technical Support Specialists and Engineers at a fast-growing AI customer service platform. Drive CS metrics, build team culture, and improve processes in a hybrid SaaS environment.
About the job
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
Skills
Customer Support, Team Management, Performance Management, SaaS, Cross-Functional Collaboration, Process Improvement, Data Analysis, Async Communication, Customer Experience, AI
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