Manager, Customer Support

Required

• 5+ years of experience in customer support operations, with at least 2 years directly managing a team of 8+ support agents or specialists in a B2B SaaS environment.
• You have built or substantially improved a support operation. You did not inherit a well-running machine. You built the processes, set the standards, and developed the team that runs on them.
• Hands-on experience running a support queue: you have personally triaged tickets, coached agents through complex issues, and managed a backlog under pressure. You know what the work feels like, not just what the metrics say.
• Experience designing and running QA and coaching programs that changed agent behavior. You can point to specific examples where your coaching moved a metric, not just checked a box.
• Operational fluency with a modern support platform (Zendesk strongly preferred). You understand views, triggers, automations, macros, and reporting well enough to manage through the tool, not around it.
• Experience tracking and reporting on support KPIs (CSAT, FRT, TTR, FCR, ticket volume, quality scores). You have built or maintained a team scorecard and used it to drive decisions.
• Strong written and verbal communication skills. You can write a clear process document, deliver direct feedback in a 1:1, and present your team's performance to leadership without sugarcoating.