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ManagerFull-time
Salary Range
$53,040 - $71,760 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Support Manager to lead and develop our growing Customer Support team globally. This role focuses on driving operational excellence in our support function, ensuring world-class customer experiences, and enabling your team to thrive in a high-growth, fast-paced environment.
Key Responsibilities
- →Lead, coach, and mentor a team of Customer Support Representatives to deliver high-quality, efficient, and empathetic support.
- →Define and track KPIs for support performance, ensuring quick response and resolution times, and high customer satisfaction.
- →Partner with Product, Sales, and Customer Success teams to escalate feedback, prioritize feature requests, and advocate for customers.
- →Implement and optimize processes, tools, and workflows to improve team efficiency and the customer journey.
- →Manage workforce planning, scheduling, and training to support a 24/7, global customer base.
- →Provide hands-on support for escalated customer issues and drive continuous improvement initiatives across the support organization.
Requirements
- ✓5+ years of experience managing customer support or success teams, preferably in SaaS.
- ✓Proven track record of building, scaling, and developing high-performing teams.
- ✓Strong leadership, coaching, and communication skills with a customer-first mindset.
- ✓Data-driven with experience defining and analyzing support KPIs.
- ✓Highly organized with the ability to prioritize, delegate, and thrive in a fast-paced environment.
- ✓Familiarity with help desk systems, CRM tools, and knowledge base management like Zendesk, Intercom, Notion etc.
Benefits
- ★Competitive salary and meaningful equity opportunities.
- ★Healthcare, dental, and vision coverage.
- ★401(k) / RRSP enrollment program.
- ★Take what you need PTO.
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