Be a Leader – Mentor, coach, and develop Team Leads through regular 1:1s, performance reviews, and targeted professional development planning.
Develop Process Improvements – Implement and continuously optimize support workflows, escalations processes, and operational procedures to drive efficiency and reduce resolution time across the team
Make Data-Driven Decisions – Oversee queue health, SLA adherence, and KPI performance; analyze support metrics and present findings and recommendations to senior leadership
Be an Escalation Point – Monitor and manage escalation channels, ensuring timely triage and resolution of high-priority or complex issues escalated from Team Leads and Level One Support
Collaborate Cross-Functionally – Communicate cross-functionally with Product, Engineering, and other stakeholders to surface customer-reported trends, advocate for product improvements, and close the feedback loop with the support team
Own Support Documentation – Develop, refine, and maintain support playbooks, internal knowledge bases, and documentation standards used by Team Leads and Level One Support

4-6 years of direct experience in support, customer success, or a technical support environment, preferably in a SaaS ecosystem.
2-4 years of experience in a people management or team lead capacity overseeing support agents or a support team.
2+ years’ experience managing escalation workflows or serving as a senior escalation point.
Experience with CRM/Support or Project Management tools, such as Jira, Confluence, Zendesk, PlanHat, or equivalent.
Astute communication skills with a strong ability to translate complex technical issues into clear, simple to understand language for both internal and external stakeholders
A proven dedication to coaching and mentorship, and comfort developing talent and providing actionable feedback
An analytical mindset that uses data to drive decisions and is continuously looking for ways to improve processes
Detail-oriented approach to problem solving, a strong desire to build relationships with customers and cross-functional teams alike, and the ability to maintain composure when handling high-priority escalations or competing demands.
Ability to thrive in a collaborative, fast-moving environment
Willingness to travel occasionally; valid passport with no travel restrictions (Canada/USA; Vietnam if required)

Customer Support Manager

Key skills