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DirectorFull-timeGoRustRESTAPIAI
About the Role
We are seeking an experienced Customer Support Manager to lead and scale high-performing support teams in a fast-paced SaaS environment. This role focuses on delivering exceptional customer service while driving measurable improvements across key metrics and operational efficiency.
Key Responsibilities
- →Build, develop, and inspire a team that consistently delivers exceptional service and drives measurable improvement across key metrics
- →Ensure satisfaction and support issue resolution for complex or strategic accounts
- →Establish clear baselines, monitor trends, and lead initiatives that improve responsiveness, quality, and efficiency
- →Drive a shift towards self-service support while maintaining a premium support experience
- →Build progression frameworks, coach future leaders, and create a culture of growth and accountability
- →Translate customer feedback into actionable insights that drive business improvements
- →Maintain efficient staffing and resource models that support growth and align to customer needs
- →Work closely with Quality, Product, and Revenue teams to highlight customer insights and influence product decisions
- →Lead adoption and optimization of support tooling and partner with stakeholders to roll out new technologies
Requirements
- ✓8+ years of experience in Customer Support or Service with proven success leading multi-level teams in SaaS or technology
- ✓Customer-first mentality with focus on positively impacting customer experience
- ✓Proven track record in key customer-facing roles during major scale-up phases
- ✓Hands-on experience leading support teams in high-growth SaaS environments
- ✓Experience working with complex, highly technical products and creating predictable triage and support teams
- ✓Track record of improving operational metrics such as CSAT, FRT, backlog, and deflection
- ✓Demonstrated ability to build, lead, manage, and inspire high-performing teams
- ✓Operational rigor with ability to balance vision with flawless execution
- ✓Systems thinker with experience building scalable infrastructure and optimizing tech stacks
- ✓Efficiency and execution mindset with ability to build while operating
Benefits
- ★Competitive compensation designed to reward expertise and direct impact
- ★100% company-paid medical, vision, dental, disability, and life insurance
- ★Flexible non-accrued vacation policy for work-life balance
- ★Hybrid work environment with on-site collaboration three days per week
