Customer Support Manager
$95,000–$110,000 year
RemoteUnited States
United StatesRemoteFull Time$95,000–$110,000 yearSmall
Full TimeSmall
Job Summary
Lead a team of Customer Support Representatives by coaching for growth, managing SLAs, and handling complex escalations personally. Own the internal knowledge base, Training Academy, and SOPs while monitoring customer sentiment and renewal tracking. Manage shared inbox triage across channels, draft leadership-approved communications, and partner with Engineering, Product, and Account Management to triage bugs and align messaging. Monitor key metrics for reporting and advocate for the customer voice. This hands-on leadership role maintains high service standards within a cloud-native, AI-driven hotel industry platform.
Required Qualifications
- 2+ years of people management experience in a customer support or service environment
- 3–5+ years in customer support roles within a SaaS, data, or tech-enabled services company
- Strong documentation and knowledge-management skills
- Comfortable learning and administering multiple SaaS tools on the fly
- Ticketing systems (Zendesk, Freshdesk)
- CRM systems (Salesforce Service Cloud)
- LMS platforms (Skilljar)
- Willingness to personally own and resolve complex or long-running customer cases
- Excellent written and verbal communication skills with a focus on clarity and empathy, especially for customer-facing comms drafting
- Strong organizational skills and attention to detail in a fast-paced, remote environment
- High emotional intelligence, customer-first mindset, and a drive for continuous improvement
- Solid people-management foundation, with experience developing talent and building team cohesion
- Bachelor's degree or equivalent experience
- Approx. 5–10% travel may be required for team or client events
Desired Qualifications
- Familiarity with Salesforce case management, Skilljar, Confluence, Zoom, Pendo, or Jira
- Familiarity with BI tools (e.g., Tableau, Looker)
- Experience working in or supporting hospitality or travel industry clients
- Experience with support automation (macros, bots, auto-routing)
- Background in a startup or scale-up environment
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