Customer Support Manager-B2B SaaS

About the Role:

• This role is an opportunity to lead customer support for a growing B2B SaaS platform serving businesses and professional teams worldwide.
• You will oversee a high-quality support operation across email, chat, and voice while ensuring customers receive timely, effective, and consistent assistance.

Key Responsibilities:

• Lead and manage the support function while remaining hands-on with customer interactions, ensuring operational excellence and strong team performance.
• Establish and improve support standards, monitor KPIs, SLAs, and CSAT, and serve as the primary escalation point for complex issues.
• Collaborate with Product, Engineering, and other teams to resolve issues and drive product and process improvements.

Requirements:

• 8+ years of customer support experience in B2B SaaS, with 3+ years managing a support team.
• Hands-on experience with email, chat, and voice support, and proficiency with Zendesk, Help Scout, or similar.
• Strong communication, problem-solving, and data-driven decision-making skills, with the ability to work independently during US hours.

Benefits:

• Remote work environment with flexible, autonomous culture.
• Best-in-class health benefits, profit-sharing, and learning resources.
• Annual staycation benefit and modern workspace for those who prefer office work.