Key skills
SaaSSalesforceJiraProject ManagementRemote Work
About this role
Role Overview
- Support and scale a diverse team of Tier 1 Support Specialists.
- Improve operations, efficiency, and quality in customer support.
- Collaborate with cross-functional teams on initiatives for improvement.
- Own hiring, training, and performance management of support staff.
- Analyze team performance and ticket data to improve customer satisfaction.
Requirements
- 3-5+ years Tier 1+ Support management experience in a fast-paced SaaS startup environment;
- Previous experience building a new team is a must.
- Previous experience managing a customer-facing Tier 1 (or beyond) Support team for a technical platform.
- Well-versed in incident response and support tools (Intercom, Zendesk, Salesforce).
- Exceptional project management skills and experience with software like Jira.
- High emotional intelligence and ability to coach teams effectively.
Benefits
- 401(k) match plus dental, medical, vision, and life insurance.
- Flexible vacation day policy.
- Fully remote work with a monthly work from home stipend.
- Family planning resources and specialized support programs.
- Equity opportunities for career growth.
- Boulevard Bucks Learning and Development program.