Customer Support Manager
$80,300–$143,990 year
On-site · San Francisco, California, United States or Atlanta, Georgia, United States
Job Summary
Lead and develop regional Customer Support leaders and teams across GEOs to drive customer excellence, operational scalability, and digital transformation. Partner with cross-functional teams (Product, Engineering, Operations, Adoption, and Customer Success) to translate insights into improvements, optimize processes, and deliver AI-enabled, scalable support experiences. Hire, onboard, and develop managers and individual contributors, establish measurable outcomes and KPIs, and foster a globally aligned, customer-focused culture. The role requires balancing strategic leadership with operational execution and a strong ability to influence across diverse stakeholder groups while maintaining executive presence and driving continuous improvement.
Required Qualifications
- 8+ years of experience leading customer support, customer success, or technical support teams with a demonstrated track record of operational and people leadership success
- Experience successfully managing managers, team leads, and/or senior-level (advanced/expert) individual contributors preferred
- Proven ability to influence across teams, GEOs, and stakeholder groups to drive alignment and business outcomes
- Strong understanding of customer support operations, digital support strategies, and customer experience expectations in SaaS or technology environments
- Successful experience driving operational improvements, process optimization, automation, and scalable service delivery
- Strong communication, collaboration, and stakeholder management skills with the ability to navigate ambiguity and evolving priorities
- Demonstrated ability to think strategically while executing effectively in fast-paced, highly dynamic environments
- High emotional intelligence with the ability to coach, motivate, and develop teams while effectively managing escalated situations
- Adaptable, resourceful, and resilient with a continuous improvement mindset and passion for innovation
- Experience working across global organizations or multiple GEOs preferred
- Travel is expected based on business needs
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