Senior Manager, Customer Support

Role Overview

• Establish clear, tiered support models aligned to customer complexity and value
• Implement operational rigor across SLAs, escalation pathways, QA, and performance management
• Build structured feedback loops between Support, Product, and Engineering that reduce systemic friction
• Launch a scalable self-service and knowledge strategy that increases deflection and consistency
• Improve measurable Support contribution to retention and expansion
• Ensure Support operations scale predictably alongside company growth
• Strengthen support operations through scalable processes, clear escalation models, quality standards, root cause analysis, and strong accountability mechanisms
• Reduce customer effort by identifying recurring friction patterns and systemic ticket drivers
• Partner with Product and Engineering to resolve high-impact issues and implement structured, data-driven feedback loops with measurable reduction targets
• Build and scale a self-service and knowledge strategy, owning knowledge base architecture, governance, and quality standards
• Design scalable troubleshooting workflows that improve resolution speed and consistency
• Architect segmented support models that align service levels to customer needs and unit economics, ensuring efficient and strategic resource allocation
• Position Support as a key retention lever by partnering with Customer Success to identify risk signals, establish proactive intervention triggers, and improve early-lifecycle experience consistency
• Deploy AI-assisted support capabilities strategically, balancing efficiency gains with customer experience and quality
• Manage outsourcing partners against clearly defined performance and quality standards
• Build a culture of ownership and execution through clear accountability expectations, disciplined operating rhythms, and strong cross-functional coordination

Requirements

• 6+ years of SaaS Support or Customer Operations leadership experience
• Proven experience building and scaling support functions in high-growth environments
• Strong people leadership skills, with a track record of coaching, developing, and holding high-performing teams to clear standards
• Demonstrated success reducing structural customer effort and addressing systemic friction
• Deep expertise in knowledge management systems and scalable self-service strategy
• Strong cross-functional partnership experience with Product and Engineering
• Experience designing segmented support models aligned to customer needs and business economics
• Familiarity with AI and automation tools within modern Support environments
• Executive presence paired with strong operational rigor and data-driven decision-making

Benefits

• Flexible paid time off policy and 10 company-wide paid holidays
• Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents
• Medical, dental, and vision benefits coverage for employees and their families
• 401K eligibility after one month of employment
• Free estate planning documents
• Budget for learning & development and home office setup
• Paid parking or transit for hybrid and in office employees