Support Manager - Americas

Role Requirements

• Support Leadership: Proven track record of leading and growing high-performing and highly technical B2B SaaS Support organizations, while driving a culture of excellence and empathy.
• Systematic thinking: Proactively address thematic customer issues and improve Support processes, leveraging Support technologies and innovative processes to enhance the efficiency and efficacy of the Support team.
• Customer-Centric: Deep understanding of B2B customer needs and history of ensuring outstanding support experiences.
• Strong Technical Background: Experience working with complex B2B software products; able to understand, troubleshoot, and communicate technical concepts effectively. Comfortable discussing APIs, integrations, and system workflows with technical teams.
• Timely Issue Resolution: Invested in overseeing the resolution of complex technical issues in alignment with SLAs.
• Analytical: Comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience.
• Technical expertise: Well versed in Support organisations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.).

You could be a great fit if

• You care deeply about both the customer and employee experience and derive satisfaction from enabling others to be successful.
• You strive to become a product and industry expert; align with creating differentiation via the Support experience.
• Your peers describe you as detail-oriented; take pride in operational efficiencies and consider processes from a holistic perspective.
• You know process matters and are eager to improve processes and workflows.
• You love to coach and enable; see every teaching moment as an opportunity.
• You enjoy analysing the Support journey and identifying opportunities for self-service and delivery improvements.
• You thrive in representing the voice-of-the-customer as you hone internal processes.

Responsibilities

• Lead and grow a team of ~7 Product Support Specialists (with plans to grow further).
• Partner with other Support leaders and operations to develop and implement effective Support strategies.
• Monitor key performance indicators and resolve escalated customer issues.
• Collaborate closely with Product, Engineering, and broader Customer Success Teams to address customer needs, maintain support documentation, and uplevel the customer experience.
• Stay current with industry trends to continuously improve support processes.
• Foster a positive team environment and drive professional growth and development within the support team.
• Handle customer-facing tickets for escalation or ongoing learning.
• Manage daily Support workload according to urgency, SLAs, and staffing.