Customer Support Manager at Superhuman%20platform%20inc

ABOUT SUPERHUMAN Grammarly is now part of Superhuman, the AI productivity platform on a mission to unlock the superhuman potential in everyone. The Superhuman suite of apps and agents brings AI wherever people work, integrating with over 1 million applications and websites. The company’s products include Grammarly’s writing assistance, Coda’s collaborative workspaces, Mail’s inbox management, and Go, the proactive AI assistant that understands context and delivers help automatically. Founded in 2009, Superhuman empowers over 40 million people, 50,000 organizations, and 3,000 educational institutions worldwide to eliminate busywork and focus on what matters. Learn more at [Upgrade to PRO to see link] [Upgrade to PRO to see link] THE OPPORTUNITY To achieve our ambitious goals, we're looking for an experienced and people-first Manager to lead our Coda Customer Care team. This is a high-impact role at the intersection of people leadership, technical expertise, and customer experience. You'll own the growth and performance of a team of Customer Care Specialists while shaping the systems and processes that drive long-term excellence. As a Customer Support Manager, you will: - Lead, coach, and mentor a team of 7 Customer Care Specialists, ensuring high-quality customer engagements and continuous professional development. - Partner with the team lead to develop scalable processes, best practices, and internal tooling to enhance delivery. - Drive customer value by ensuring your team consistently delivers strategic guidance and best practices that align Coda's capabilities with customer goals. - Collaborate cross-functionally with Customer Success, Sales, Product, and Engineering to ensure a seamless customer journey and surface meaningful customer feedback. - Hire, onboard, and develop top talent — fostering a high-performance, collaborative, and inclusive team culture. - Continuously refine internal frameworks and knowledge-sharing practices to ensure consistency, scalability, and excellence in service delivery. - Track and report on key metrics related to customer adoption, satisfaction, technical issue resolution, and team performance. QUALIFICATIONS - At least 3 years of direct team leadership experience - Proven success managing technical teams in enterprise SaaS environments, with a strong understanding of onboarding, implementation, and ongoing technical engagement - Experience with low-code/no-code platforms, APIs, workflow automation, and data-driven solution development - Ability to communicate complex technical concepts to both technical and non-technical audiences - A strategic mindset with a track record of driving operational excellence and customer success in complex enterprise environments - Strong stakeholder management and relationship-building skills across all levels of customer organizations - A bias for action, strong problem-solving skills, and a commitment to continuous improvement - Experience with Coda or comparable platforms such as Airtable, Notion, or Zapier is a strong plus - Has a demonstrated ability to work independently with minimal guidance, proactively manages tasks and priorities across multiple projects, analyzes and executes work efficiently, collaborates effectively with cross-functional teams, and thrives in fast-paced, results-driven environments. SUPPORT FOR YOU, PROFESSIONALLY AND PERSONALLY - Professional growth: We believe that autonomy and trust are key to empowering our team members to do their best, most innovative work in a way that aligns with their interests, talents, and well-being. - A connected team: Superhuman builds a product that helps people connect, and we apply this mindset to our own team. Our remote-first, hybrid model enables a highly collaborative culture rooted in our values. We work to foster belonging among team members in a variety of ways. This includes our team member resource groups, Superhuman Circles, which promote connection among those with shared identities including BIPOC and LGBTQIA+ [Upgrade to PRO to see link] team members, women, and parents. We also celebrate our colleagues and accomplishments with global, local, and team-specific programs. - Comprehensive benefits for candidates based in Poland: Superhuman offers all team members competitive pay along with a benefits package encompassing life care (including mental health care and risk benefits) and ample and defined time off. We also offer support to set up a home office, wellness and pet care stipends, learning and development opportunities, and more. - Relocation Support: Superhuman provides relocation support to make your move to Warsaw seamless. For candidates who are already residing in Poland, our package includes destination services to help you and your family settle in comfortably, and a relocation bonus to cover additional expenses. Compensation: 186,000 - 278,000 PLN WE ENCOURAGE YOU TO APPLY At Superhuman, we value our differences, and we encourage all to apply. Superhuman is an equal-opportunity company. We do not discriminate on the basis of race or ethnic origin, religion or belief, gender, disability, sexual identity, or age. For more details about the personal data Superhuman collects during the recruitment process, for what purposes, and how you can address your rights, please see the Superhuman Data Privacy Notice for Candidates here [Upgrade to PRO to see link]