Job Description

The Manager of Customer Support is responsible for the end-to-end performance, development, and daily execution of the Tier 1 Support team. This role requires a hands-on leader who can independently manage a large, fast-paced support organization, drive results through people management, and ensure consistent delivery on SLAs. The manager will focus on building a culture of performance, coaching, and customer obsession.

Responsibilities

• Owns day-to-day operations of Tier 1 Support
• Builds and executes operating rhythms
• Designs and improves KPIs
• Monitors backlog and queue health
• Manages staff performance
• Creates a coaching culture
• Recruits and trains team members
• Builds and maintains Tier 1 training program
• Partners cross-functionally with other teams
• Serves as liaison between Tier 1 and other departments
• Oversees customer escalations
• Supports budget planning and forecasting
• Analyzes trends to inform staffing needs

Requirements

• 4+ years of customer support leadership experience
• Experience owning a Tier 1 support operation for a SaaS company
• Experience with KPI design and performance management
• Salesforce Service Cloud experience preferred
• Strong leadership and coaching skills
• Strong analytical and problem-solving skills
• Excellent communication skills
• Ability to build scalable processes
• Proficiency with Microsoft Office and support-related technologies
• Bachelor’s degree preferred

Benefits

• No benefits