Manager, Support
Leads a frontline Support organization by managing people, service operations, KPIs, quality assurance, hiring, and scalable processes. Requires at least 2 years of client-facing team management experience in a high-growth SaaS environment and regular presence in the Denver office.
About the job
Responsibilities
- Lead the frontline Support team serving Enterprise and SMB customers, with support from a Support Team Lead.
- Own Support KPIs, including CSAT, responsiveness, resolution metrics, ticket volume trends, and subject-matter trends.
- Drive quality assurance outcomes and Tier 1 escalation reporting.
- Hire and onboard frontline Support teammates and facilitate the interview process.
- Predict ticket volume and manage daily Support work-assignment logic.
- Manage attendance, in-office commitment, punctuality, and PTO.
- Facilitate onboarding, conduct 1:1 meetings, deliver QA results, and support performance, career growth, goal attainment, and job satisfaction.
- Create and execute scalable Support processes and communicate procedural changes clearly.
Requirements
- 2+ years of recent experience directly managing a client-facing team in a high-growth SaaS environment.
- Demonstrated experience creating and executing scalable processes.
- Excellent writing and communication skills, including change management.
- Security-first approach to protecting nonpublic personal information and financial records, including familiarity with SEC Regulation S-P, FINRA/SEC Rule 17a-4, and information-security and vendor-risk reviews.
- Strong commitment to clear, consistent, candid communication.
- Strong focus on service quality and user experience.
- Ability to work in the Denver office at least 3 days per week; the first 60 days are fully in-office.
Nice-to-haves
- Experience administering Intercom (Fin) and Chili Piper.
- Experience creating knowledge-base documentation.
- Wealth management industry experience.
- Recent Support experience as an individual contributor or manager.
Compensation
- $105,000–$120,000 base salary.
- Equity.
Skills
Intercom, Chili Piper, SaaS, Customer Support, Csat, Quality Assurance, Knowledge Base, Sec Regulation S-P, Finra Rule 17A-4, Vendor Risk Management
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