Responsible for leading and scaling frontline support team across chat, phone, and email channels
Own daily performance, real-time coaching, phone operations, AI automation performance, and cross-functional alignment
Directly manage a team of Support Specialists and serve as the operational leader of live support environment
Ensure customers receive fast, high-quality, and consistent support
Owners of Intercom configuration and optimization, improve support efficiency through automation
Monitor and improve metrics such as first response time, CSAT, and phone handle time
Deliver structured call coaching, QA calibration, and real-time feedback
Handle escalations and provide leadership during high-pressure customer situations

5+ years of experience in SaaS customer support
3+ years of people management experience in a high-volume, live support environment
Deep hands-on experience administering and optimizing Intercom
Experience leveraging AI-powered support tools such as Fin
Demonstrated experience leading a structured phone support environment
Proven track record of improving CSAT, response times, and operational KPIs
Strong analytical skills with comfort using dashboards and performance reporting
Experience operating in a fast-paced, scaling startup environment
Strong escalation management and customer de-escalation skills
High ownership mindset with strong execution discipline

Customer Support Manager

Key skills