About this role

Leading the day-to-day activities of the Tier 1 and Tier 2 teams by providing strong leadership, coaching and mentoring
Be a change agent – optimize current processes, remove obsolete ones, and create new processes in the spirit of ensuring our customers are successful
Oversee and manage tools to deliver support at scale, including ticketing system, knowledge management, community platform and customer feedback tools
Work with Product and Engineering teams to develop scalable support solutions designed to maximize support levels and reduce operational expenditures
Act as an escalation point for the team and customers when appropriate
Retain and recruit a world class Customer Support team capable of adapting in a consistently evolving and high growth environment

3-5 years experience leading customer support teams in a software based organization
Metrics focused, process-oriented and obsessively organized
Impeccable writing skills, with a focus on modifying your tone based on the context
Ability to work across teams to get customer issues resolved
experience working closely with software engineers on bugs or product managers on new features

Customer Support Manager

Key skills