Level 3 Support Specialist providing pro - active technical support for Vista’s Cloud clients globally. Responsible for incident management and collaborating with teams for solutions.
About the role
- Customer Support Manager leading the customer support team at Togetherwork. Overseeing support operations and ensuring outstanding service delivery to clients.
Responsibilities
- Lead and coach a team of support professionals to meet or exceed customer service standards.
- Create and maintain customer support policies, processes, and best practices to ensure consistency and quality.
- Serve as an escalation point for complex customer issues, ensuring timely and satisfactory resolutions.
- Partner with product and development teams to escalate bugs, track enhancement requests, and participate in user acceptance testing (UAT) for new releases.
- Lead support operations at a strategic level by partnering closely with Product and Development, overseeing quality assurance processes, and shaping the long-term support tooling and knowledge-management strategy (including AI-driven efficiencies).
- Serve as the strategic escalation point for complex customer issues, ensuring timely resolution while monitoring and optimizing SLA/OLA performance across the support organization
- Collaborate cross-functionally with Product, Development, and Marketing to align support operations with company goals and customer needs.
Requirements
- Minimum of 5 years of experience in customer support leadership, including managing team leads and driving performance in a SaaS environment.
- Bachelor’s degree preferred — or an equivalent combination of education and relevant professional experience.
- Demonstrated experience leveraging AI-driven tools, workflows, or process improvements to increase support efficiency and quality (highly preferred).
- A passion for delivering exceptional customer experiences.
- Proven leadership skills with the ability to coach and motivate teams.
- Strong communication and interpersonal skills—both written and verbal.
- Analytical and data-driven approach to problem-solving and decision-making.
- Ability to adapt to evolving client needs and shifting priorities.
- Experience using tools such as Zendesk or similar ticketing and reporting platforms.
Benefits
- Medical, dental, and vision insurance options
- 100% employer-paid short/long-term disability
- Basic Life Insurance
- 401(k) with 100% company match
- Flexible paid personal/vacation time built on mutual trust and accountability
- 10 sick days annually
- 9 company-paid holidays
- 6 weeks paid parental leave
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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