Manager, Customer Support

Sprout Social is a social intelligence software company seeking a Manager, Customer Support to lead its U.S.-based Customer Support team. The role focuses on scaling support operations, integrating newly acquired teams, managing performance and capacity, coaching team members, and driving cross-functional improvements in a high-volume SaaS environment.

Responsibilities:

• Spearhead the integration of newly acquired support teams by building strong relationships with engineering, sales, and success, and establishing new processes and knowledge repositories
• Lead a group of both individual contributors through a Diversity, Equity and Inclusion lens
• Oversee coverage needs, team capacity, performance, and growth ensuring all core qualitative and quantitative KPIs are achieved
• Identify operational risks (e.g., spikes in volume, system issues, major bugs) and lead real-time response plans to minimize customer and team impact
• Develop and manage scalable support processes and centralized knowledge repositories to streamline team operations and empower the broader organization with easily accessible resources
• Cultivate close relationships with account and engineering teams to drive positive changes for our teams and customers
• Actively collaborate across our leadership team, within our Support organization, and across Sprout to help drive the voice of the customer
• Conduct regular performance check-ins, coaching conversations, and career development discussions with individual contributors and/or Team Leads to support growth, accountability, and high performance
• Completing Sprout Social’s new hire training and onboarding program alongside other new Sprout Social team members. You’ll gain a broader understanding of our products and how your role fits into the organization
• Beginning to develop familiarity with our business, platform, applications, and our company’s key metrics
• Establishing relationships with our Support Specialists, management team, and cross-org key stakeholders
• Leading a team of Customer Support Specialists
• Gaining a firm understanding of our team’s core KPIs and providing routine reporting of team performance, blockers and opportunities
• Demonstrating knowledge of support processes, product escalation workflows, and feedback relationships across our Support Leadership Team
• Building routine relationships with customer-facing teams across Sprout such as Sales & Success
• Establishing structured feedback loops with Engineering leadership to streamline technical escalations and ensure customer insights directly inform product development
• Partnering with our Support Leadership Team, gaining an understanding of our team’s employee experience metrics, and setting goals to ensure the best work environment for our team members
• Project managing a wide range of initiatives aimed to improve our customer and employee experiences
• Playing an integral role in departmental strategic planning and forecasting efforts, ensuring appropriate capacity to deliver to our customer experience KPIs
• Fostering a team of highly-engaged leaders and Support Specialists, delivering outlier KPIs across the SaaS industry
• Contributing to growth and development efforts for your team and across our Customer Support organization
• Actively recognizing and contributing to project pipelines to ensure Sprout continues to be a SaaS industry leader in customer and employee experiences
• Demonstrating strong operational ownership by maintaining healthy queue performance, meeting or exceeding SLAs, and proactively scaling support coverage to meet business growth

Requirements:

• 6+ years in a high volume, real time Customer Support role in SaaS or B2C Technical Support
• 1+ years experience leading distributed, dynamic, multi-channel teams and driving performance results through deep KPI understanding
• Demonstrated project management experience, with a track record of driving operational improvements, securing resources, and effectively removing blockers for your team
• Experience managing support tools, such as chat/ticketing platforms, CRMs, etc
• Specific experience with Zendesk and/or Salesforce is a plus
• Experience leading complex cross-functional initiatives, such as integrating acquired teams, standardizing workflows, or building centralized knowledge repositories
• A technical background or degree (e.g., CS or IT) that enables you to communicate effectively with engineering teams and understand complex SaaS architectures
• Strong internal and external communication skills with a natural empathy for our customers and employees
• Proficiency with social media and emerging AI technologies