Hybrid Customer Support Manager

Posted last month

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About the role

  • Lead and develop a team of Customer Support Representatives (CSRs), ensuring timely, high-quality responses to customer inquiries and escalations.
  • Track, analyze, and report on Support KPIs, creating accountability and continuous improvement across the team.
  • Design and run incident management processes, ensuring efficiency, clear communication, and rapid resolution.
  • Support the delivery of premium support services and utilization tracking, ensuring commitments are met and resources are used effectively.
  • Partner with Product, Customer Success, and Enablement teams to deliver customer feedback, create knowledge content, and streamline workflows.
  • Leverage AI and automation tools (e.g., n8n, Zapier, Workato) to design, implement, and optimize workflows that scale support operations.
  • Serve as a role model for customer empathy, coaching CSRs on balancing efficiency with exceptional customer experiences.
  • Actively contribute to quarterly product feedback processes, representing the voice of the customer internally.
  • Collaborate within the Revenue organization to ensure Support efforts align with company growth and retention goals.

Requirements

  • 4–6 years of demonstrated success in B2B SaaS customer support, with at least 2 years in a people management role.
  • Proven ability to design, implement, and track Support KPIs.
  • Hands-on experience in Support Operations, with a record of process improvement and scaling.
  • Technical exposure to automation and workflow tools (e.g., n8n, Zapier, Workato) with the ability to design and implement automated solutions.
  • Strong background in incident management and handling escalations.
  • Experience in premium support/service delivery and utilization tracking.
  • Excellent communication and leadership skills, with a passion for coaching and developing teams.
  • Front-end development experience (HTML, CSS, JavaScript).

Job title

Customer Support Manager

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

No Education Requirement

Location requirements

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