Manager, Customer Support

What You’ll Do

• Lead and develop a high-performing customer support team, ensuring consistent delivery of exceptional service and a seamless customer experience
• Establish and optimize support processes that improve response times, resolution quality, and overall customer satisfaction
• Partner cross-functionally with Product, Engineering, and Customer Success to resolve issues, escalate trends, and improve the customer journey
• Monitor support metrics and team performance, proactively identifying opportunities to improve efficiency, quality, and scalability
• Build a customer-centric culture that prioritizes clear communication, accountability, and continuous improvement

How Success is Measured

• Customer satisfaction (CSAT): ≥90% positive feedback
• Average first response and resolution times meet or exceed defined SLAs
• Support ticket backlog maintained within target thresholds
• Hiring manager and cross-functional partner satisfaction: ≥4.5/5
• Team performance against productivity and quality benchmarks

What You Bring

• 4+ years of experience in customer support, with at least 1–2 years in a leadership or management role, preferably in a SaaS environment
• Proven ability to lead, coach, and develop support teams in a fast-paced, high-growth environment
• Strong understanding of support tools (e.g., Zendesk, Intercom) and ticketing workflows
• Data-driven mindset with experience using metrics to improve team performance and customer outcomes
• Excellent communication and problem-solving skills, with a focus on delivering a high-quality customer experience
• Commitment to building inclusive teams and maintaining compliance with company policies and applicable regulations

Compensation & Benefits

• Expected pay: $68,000 - $85,000 (determined by market data, internal equity, skills and experience)
• Eligible for benefits including health, dental, vision, paid time off, 401(k) with company match
• May be eligible for additional compensation such as bonuses or equity