Manager, Customer Support

• Own daily and weekly performance across support channels (email, chat, phone), including wait times, backlog, resolution quality, and customer sentiment
• Actively manage capacity, volume, and priorities—anticipating issues before they show up in dashboards
• Ensure customers receive clear, accurate, and empathetic support, even during high-volume or high-stress periods
• Use data to identify and effectively communicate trends, risks, and opportunities—not just report on them
• Lead, coach, and develop a team of Support Specialists with a strong focus on accountability, growth, and confidence
• Set clear expectations and follow through—recognizing great work and addressing gaps early
• Foster a culture of ownership, curiosity, and customer empathy
• Partner closely with Support Operations, Enablement, and Knowledge teams to effectively adopt and improve AI-assisted support
• Reinforce high-quality workflows that balance speed, accuracy, and customer experience
• Help translate customer pain into actionable feedback—without noise or exaggeration
• Communicate clearly and confidently with stakeholders at multiple levels

• 3+ years of experience managing teams within a customer support environment
• Proven leadership skills with a track record of driving both performance and engagement
• Passion for coaching and mentoring early-career professionals
• Clear, confident communicator
• Experience supporting SaaS products (Nice to Have)
• Exposure to AI-powered support tools or automation (Nice to Have)
• Comfort partnering cross-functionally with Product, Engineering, and other customer facing teams (Nice to Have)
• Experience leading through change or growth (Nice to Have)

Pay range: $53K - $80K

• Access to generous health, vision, and dental insurance
• HealthiestYou healthcare service offering 24/7 doctor access
• Competitive PTO package including 20 PTO days, 3 flex days, 4 volunteer days, 12 paid holidays, and paid parental leave
• 401k match
• Equipment provided for success
• Salary range of $53,500 - $80,000 with potential for a discretionary bonus