Role Description

This role is designed for a seasoned customer support leader who thrives in a fast-paced B2B SaaS environment. The Customer Support Manager will ensure exceptional service delivery across multiple channels while leading a team of support specialists. You will act as a strategic partner for customers, resolving complex issues, driving adoption of new features, and elevating overall customer satisfaction. The position combines hands-on problem solving with leadership, process improvement, and cross-functional collaboration. Success in this role means building high-performing teams, improving operational metrics, and directly contributing to long-term customer retention and success. This is a remote-friendly position with opportunities to influence processes, tools, and customer experience strategies across the organization.

• Lead and manage a customer support team, ensuring high-quality service across email, chat, and voice channels.
• Act as an escalation point for complex customer issues, ensuring timely resolution and customer satisfaction.
• Monitor and analyze team performance, including KPIs, SLAs, CSAT scores, and quality metrics.
• Develop, document, and continuously improve support processes, workflows, and knowledge bases.
• Collaborate with Product, Engineering, and other internal teams to resolve issues and share customer feedback.
• Handle individual support tickets and calls as needed to maintain operational excellence and team agility.

Qualifications

• 8+ years of experience in customer support within a B2B SaaS company.
• 3+ years of experience managing or leading a customer support team.
• Excellent written and verbal English communication skills.
• Hands-on experience with email, chat, and call-based customer support.
• Strong knowledge of support platforms such as HelpScout, Zendesk, or similar systems.
• Experience with ticket management, escalation handling, and customer satisfaction metrics.
• Ability to work independently and manage teams during the night shift or remote operations.
• Strong problem-solving, organizational, and leadership skills to drive team performance and customer success.

Benefits

• Competitive salary and performance-based incentives.
• Flexible, remote-friendly work environment.
• Comprehensive health, dental, and vision insurance.
• Paid time off, paid parental leave, and company holidays.
• Professional development opportunities and career growth programs.
• Profit-sharing plans for high-performing employees.
• Annual staycation program and other employee engagement initiatives.
• Open-door policy and collaborative team culture promoting transparency and ownership.