Job Description
Overview
Leader in the global support organization, ensuring operational excellence, efficient incident management, and outstanding customer experiences. This role involves managing a team of Customer Support Representatives, driving performance through KPIs, and leveraging AI and automation to streamline workflows and improve scalability. The manager will oversee premium support delivery, collaborate with Product and Customer Success teams to enhance customer feedback loops, and act as a champion for customer empathy and service quality across the organization.
Qualifications- Ideal candidates will have 4–6 years of experience in B2B SaaS customer support, including at least 2 years in a management role.
- Proven success in designing and tracking KPIs, improving processes, and utilizing tools like Zapier, Workato, or n8n to automate workflows is essential.
- Strong communication and leadership skills
- Experience handling escalat...