Customer Support Manager – SaaS

About Us
We are a growing SaaS company offering innovative software solutions. As we expand, we're looking for an experienced Customer Support Portal Manager to set up, manage, and optimize our customer support portal. This role is essential in shaping our support strategy, enhancing customer experiences, and streamlining processes.

Job Overview
The Customer Support Portal Manager will establish a comprehensive support portal, lead a support team, and ensure continuous improvements. This hands-on role involves organizing resources, optimizing workflows, and collaborating with cross-functional teams to align support efforts with business objectives.

Key Responsibilities

Support Portal Setup and Management: Design and implement a user-friendly support portal with ticketing, chat, and self-service capabilities.
Content Strategy: Develop and maintain support content (FAQs, knowledge base articles, guides), coordinating with product and marketing teams.
Ticketing and Workflow Optimization: Lead ticket management processes, automate workflows, and monitor performance metrics for efficiency.
User Experience Enhancement: Analyze feedback to make data-driven improvements to portal usability and self-service features.
Team Leadership: Build and mentor a support team, setting performance goals and ensuring continuous growth.
Performance Tracking: Report on KPIs like response times and customer satisfaction, providing insights for ongoing improvements.
Qualifications and Skills

Experience: 3-5 years in managing a support portal for a SaaS company or similar environment, with leadership experience.
Technical Skills: Familiar with support platforms (Zendesk, Freshdesk, etc.) and workflow automation.
Content Management: Skilled in organizing and writing support content.
Analytical Skills: Ability to use data to identify improvement areas.
Interpersonal Skills: Strong communication, collaboration, and organizational skills.
Preferred Qualifications

Experience in a SaaS or tech environment.
Project management skills or certification.
Benefits

Competitive salary.
Opportunity to lead a key function in a growing SaaS company.
Flexible work arrangements.