Manager, Customer Support

Responsibilities

• Lead and inspire a team of customer-focused Solutions Analysts to deliver a high-quality customer service experience.
• Oversee day-to-day team operations, coaching, mentoring, and service-quality processes.
• Provide timely feedback on customer-support performance based on call and case audits.
• Apply performance-management standards and processes.
• Foster a positive work environment and support continuous learning.
• Serve as the escalation point for high-impact customer issues.
• Collaborate with Customer Support Manager peers and cross-functional teams within Customer Success.
• Liaise with Product, SaaS Operations, and other internal teams on issue identification, escalation, and prioritization.
• Communicate and manage changes to operating procedures and processes.
• Lead, motivate, coach, and mentor teams while ensuring customer satisfaction.
• Establish best practices and maintain quality control.
• Support special projects, including Knowledge Base and integrations initiatives.
• Hire, train, and deliver performance reviews.

Requirements

• 4+ years of business experience in a customer-support environment.
• 3+ years of demonstrated management or leadership experience.
• Post-secondary degree or diploma.
• Ability to manage effectively in a fast-paced environment.
• Clear verbal and written communication skills.
• Demonstrated ability to drive team results through coaching, development, and mentoring.
• Ability to identify, communicate, and address risks to success.
• Experience developing, coaching, reinforcing, and managing operational standards, policies, and procedures.
• Experience monitoring and improving team performance through leadership, coaching, and performance management.
• Strong attitude, work ethic, and teamwork.
• Exposure to AI tools and interest in using them to enhance work content and user experience.

Nice-to-Haves

• Microsoft 365 Copilot.
• Knowledge-Centered Support (KCS).
• Workforce management applications.