Manager of Customer Support
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager of Customer Support based in the United States.
This role is a frontline leadership position at the heart of a global customer experience organization serving millions of end users across diverse industries.
You will lead a high-performing support team responsible for delivering responsive, empathetic, and technically sound customer service across multiple channels.
The position focuses on building scalable support operations that balance efficiency with a strong human-centered customer experience.
You will play a key role in shaping team culture through coaching, hiring, mentoring, and performance management.
The role also requires close collaboration with Product and Engineering teams to ensure customer feedback drives meaningful product improvements.
You will be responsible for continuously improving support processes, systems, and team productivity in a fast-paced SaaS environment.
This is a high-impact opportunity for a leader who thrives in building strong teams and elevating customer experience at scale.
Accountabilities:
- Lead, coach, and develop a team of customer support specialists to deliver high-quality, consistent, and empathetic service across all channels
- Oversee daily support operations across inbound queues including case management, chat, and phone support, ensuring service level objectives are met
- Own hiring, onboarding, training, mentoring, and performance management processes to build a high-performing support organization
- Design and implement scalable, customer-centric processes and workflows that improve efficiency and service quality
- Partner closely with Product and Engineering teams to escalate customer feedback, prioritize bugs, and influence product enhancements
- Monitor and report on key performance metrics to drive continuous improvement in team productivity and customer satisfaction
- Foster a collaborative and positive team culture aligned with company values and customer-centric principles
- Ensure effective communication and coordination across Customer Experience and broader organizational teams
- 5–7+ years of experience in technical support, customer support, or customer experience roles, including leadership responsibilities in SaaS environments
- Proven experience managing or leading teams in a multi-channel contact center or support environment
- Strong background in coaching, mentoring, and developing customer support or service teams
- Experience working cross-functionally with Product and Engineering teams in an agile or fast-paced environment
- Ability to manage inbound support queues across multiple channels (email, chat, phone, and case systems)
- Strong operational mindset with experience improving processes, workflows, and team performance at scale
- Excellent communication and interpersonal skills with the ability to build trust across teams and with customers
- Comfortable working with customers ranging from small businesses to large enterprise organizations
- Data-driven approach to decision-making and performance management
- Competitive salary with performance-based incentives
- Comprehensive medical, dental, and vision insurance coverage
- Flexible work environment with remote-friendly policies
- Paid time off and holiday benefits
- Opportunities for professional development and career growth
- Collaborative, people-first culture focused on inclusion and continuous learning
- Exposure to a large-scale global SaaS platform serving millions of users.
Requirements:
Benefits:
Support pay context
Based on 814 disclosed Support salaries on RoleSuite, the role pays a median of $70K/year, with most offers between $54K and $110K (10th–90th percentile: $45K–$153K).
See the full Support salary breakdown →