As the Manager of Customer Support for a leading SaaS provider, you will be responsible for overseeing our global customer support team, ensuring that we deliver exceptional service to our clients who rely on our software solutions. Your primary goal will be to ensure that our customers are fully satisfied with the support they receive, that our Service Level Agreements (SLAs) are consistently met or exceeded, and that all customer support processes run smoothly and efficiently in a fast-paced, technology-driven environment. You will play a critical role in maintaining customer loyalty and trust by ensuring that our support team is equipped to handle the unique challenges of providing support for a SaaS platform.
You will be responsible for:
- Develop and implement customer support strategies, processes, and best practices to enhance the overall customer experience.
- Lead and manage a small team of customer support agents
- Ensure that customer support agents are well trained and mentored, and have the necessary skills and knowledge to provide top-notch customer service
- Recruit, train, and mentor new customer support team members as needed.
- Collaborate closely with the Engineering, Product and Customer Success teams on resolving customer issues, and improving cross-departmental processes
- Monitor and analyze customer support metrics to ensure SLAs are met and to identify areas for improvement.
- Provide regular reports to senior management on customer support performance, challenges, and opportunities for improvement.
- Continuously evaluate and improve customer support processes to ensure they are aligned with the latest industry best practices and evolving customer needs.
- Minimum of two years of proven experience in a customer support leadership role, preferably in a SaaS or technology-driven environment.
- Strong understanding of customer support processes, tools, metrics, and best practices.
- Experience working in a remote environment, with a proven ability to manage distributed teams over multiple time zones using remote collaboration tools and strategies
- Fluency in English is required; proficiency in additional languages is a plus
- Customer-Centric: Passionate about delivering outstanding customer experiences.
- Collaborative: Enjoys working across teams and values diverse perspectives.
- Innovative: Open to new ideas and continuously seeks process improvements.
- Strong Communicator: Effectively communicates with both technical and non-technical teams.
- Proactive: Identifies and solves problems before they escalate.
- Empathetic Leader: Supports and guides the team with understanding and care.
We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.
