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About the Opportunity
The Customer Support Manager leads a team of Tier 2 support professionals to deliver exceptional service and timely resolutions for customers. This role focuses on day-to-day team leadership, operational execution, customer advocacy, and incident management while driving continuous improvement in support processes. The successful candidate will ensure the team operates efficiently, meets performance goals, and delivers a customer experience that reflects the organization's values.
Key Responsibilities
- Lead, coach, and develop a team of Customer Support Specialists to achieve performance and quality targets
- Manage daily support operations, including case assignment, prioritization, escalation handling, and queue monitoring to ensure timely resolution
- Serve as Incident Manager for customer-impacting issues, owning end-to-end coordination from triage through resolution, including cross-functional communication, customer notifications, and internal status updates
- Lead post-incident reviews, author root cause analysis (RCA) documentation, and track corrective actions to closure in partnership with Engineering and Product
- Partner with Product, Engineering, and Customer Success to address customer needs, resolve escalations, and support process improvements
- Maintain and continuously improve the incident response playbook and internal knowledge base resources, ensuring the support team is prepared to execute efficiently when issues arise
- Track, analyze, and report support metrics to measure performance and identify opportunities for improvement
- Foster a culture of accountability, collaboration, and customer-first service
- Participate in hiring, onboarding, and training of support team members
- Support a highly compliant environment by helping maintain company controls and security within the role and the team's roles
Required Qualifications
- Bachelor's degree in Business, Communications, or a related field, or equivalent experience
- 5+ years of experience in customer support, service, or customer-facing roles, with at least 2 years in a supervisory or lead role
- Strong people management skills with a proven ability to coach and develop talent
- Excellent communication, problem-solving, and conflict resolution abilities, with a collaborative style that's effective in cross-functional partnerships
- Demonstrated experience managing or coordinating customer-facing incident response, including drafting external communication and facilitating cross-functional syncs
- Experience with support ticketing and CRM tools (e.g., Zendesk, Salesforce Service Cloud)
- A customer-first mindset with strong empathy, and a hands-on, detail-oriented approach to getting work done
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced, scaling environment
Preferred Qualifications
- Experience managing support teams in a SaaS or technology environment is a plus
- Familiarity with HR technology, leave management, or compliance-focused solutions is a plus
- Knowledge of workforce management and scheduling best practices is a plus
- Familiarity with an incident management framework (e.g., ITIL), or experience working within a structured escalation and severity classification model, is a plus
Why join us
The organization operates with core values:
Lead with Innovation - Creating meaningful change through intelligence, focus, and passion. Embracing curiosity, data, and insight to shape the future of the industry. Always innovating, learning, and evolving.
Elevate Every Voice - Every perspective matters. Listening, learning, and building a culture where diversity of thought and experience drives better solutions and smarter decisions.
Achieve Together - The customer fuels everything. Sharing knowledge, collaborating, celebrating wins, and facing challenges as one team because success is always a collective achievement.
Drive Outcome - Every action delivers measurable value to teams, customers, and the employees they support. Accountability is non-negotiable. Honoring commitments, taking responsibility for results, and seeing every success and setback as a chance to grow stronger.
The organization offers:
- Impact that matters. Work that shapes the future of the modern workplace.
- Flexibility and trust. A remote-first, results-driven environment offering freedom and flexibility to do your best work.
- Growth and development. Access to learning resources, leadership programs, and opportunities to take on new challenges and expand impact.
- Competitive rewards. Comprehensive benefits, a performance-based bonus program, and equity opportunities.
- Time for life. Recharge and reconnect with flexible time off, paid holidays, and flexible leave programs.
- Belonging and balance. Building an inclusive culture where every voice is valued, collaboration is celebrated, and success is shared.
The organization is committed to building a team as diverse as the customers it serves. If experience doesn't align perfectly with every qualification, applying is still encouraged as candidates might be exactly what is needed.
Final compensation is determined based on a candidate's relevant experience, skills, education, and geographic location. This position is also eligible for an annual bonus.