Customer Support Manager

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Full Time






May 04, 2021


The Manager of Customer Support is responsible of ensuring high quality provision of application and technical customer support services, exceeding SLA and focused on both “ticket” and “client trend” support resolution in a synchronized reactive and proactive manner. In addition working with Engineering and Customer Success to identify patterns representing broader issues from repeated ticket and error types.

The role includes hands on, team leadership focusing on building methods and processes to support enterprise customers along their life cycle including providing customer assistance while onboarding, resolving customer issues, documenting all related incident records and effectively communicating with account managers on resolutions and progress.


1. Assuming full responsibility for the day to day operation, management and leadership of the global customer support team focusing on building application in addition to technical support capabilities
2. Leading a team of 20 customer support employees to include hiring, performance coaching, career development, cross-training, etc. Developing performance standards and evaluating performance of team and individuals, holding yourself to the same standards as your team
3. Developing, implementing and continuously improving customer support policies, programs, methodologies, metrics, and escalation processes by analysing pertinent data and making recommendations for improvement and/or development of new processes
4. Actively participating and contributing to special projects related to vastly improving our customer’s experiences including partnering with client’s 3rd party suppliers
5. Analysing and reporting on key metrics that drive Client Support, working to achieve company targets, developing effective, automated, management & executive report packs
6. Directing the issue escalation and resolution process to ensure product maintenance teams have timely, accurate, descriptive information, and customers have access to timely, accurate, status information.
7. Managing the technical aspect of the customer onboarding phase
8. Install service and care metrics and SLA's to measure quality and effectiveness of customer support focused on response times and issue resolution.

Skills and Qualifications

1. Customer centric approach – Committed to client satisfaction and retention – owning actions to resolution
2. Native English or equivalent.
3. 3+ years of experience in customer care or support in a SaaS company
4. Bachelor's Degree (BA / BS)
5. ITIL certification as an advantage
6. Highly motivated and able to work independently
7. Strong work ethics with high standards of quality
8. Attention to details / detail oriented
9. Ability to manage multiple support incidents concurrently
10. Strong written and verbal communication skills
11. Excellent relationship skills
12. Effective troubleshooting and decision-making skills
13. Proven interpretation, problem solving and research skills
14. Team Player

Customer Service & Admin Support
Customer Support
Project Management
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