Customer Support Manager

Job Description

Job Description

Customer Support Manager

Job Summary :

We are seeking an experienced and customer-focused Customer Support Manager to lead our global support team, ensuring the highest level of customer satisfaction across both offshore and US-based teams. This role is responsible for managing day-to-day technical support operations, driving process improvements and coaching team members. The ideal candidate will have a strong background in SaaS support leadership, customer experience optimization, and operational efficiency.

Key Responsibilities :

1. Team Leadership & People Management

Lead, mentor, and develop a high-performing global customer support team (US-based and offshore).

Recruit, train, and retain top talent, ensuring continuous professional growth.

Set clear team objectives, KPIs, and performance expectations.

Foster a culture of accountability, continuous learning, and customer-centricity.

Conduct regular coaching sessions, performance evaluations, and career development discussions.

2. Support Operations & Efficiency

Oversee day-to-day support operations, ensuring swift and effective resolution of customer inquiries.

Manage multi-channel support, including phone, email, live chat, and social media.

Implement best practices for SLA adherence, response time improvements, and first-contact resolution.

Ensure smooth collaboration between onshore and offshore teams for seamless coverage and support continuity.

Optimize workforce management and scheduling to balance workloads effectively across time zones.

3. Customer Experience & Satisfaction

Monitor CSAT, NPS, CES, and other feedback mechanisms to assess customer satisfaction.

Analyze support trends to proactively address recurring issues and enhance customer experience.

Partner with Onboarding, Product, Success, and Engineering teams to drive improvements based on customer insights.

Develop and execute strategies to increase customer retention, reduce churn, and improve overall service quality.

4. Transition from Zendesk to HubSpot

Lead and manage a ticket management migration from Zendesk to HubSpot, ensuring minimal disruption.

Collaborate with internal stakeholders to map existing workflows, automate processes, and optimize ticketing efficiency in HubSpot.

Train and onboard the team on HubSpot’s support tools, ensuring adoption and effectiveness.

Continuously monitor and refine post-migration support operations to enhance productivity.

5. Process Improvement & Reporting

Utilize data-driven insights to identify inefficiencies, recommend solutions, and enhance support workflows.

Track and report on key customer support metrics (FRT, resolution time, backlog, escalations, etc.).

Implement automation, self-service enhancements, and AI-driven tools to improve efficiency.

Drive continuous process optimizations to ensure scalability and effectiveness.

Requirements :

• Proven experience as a Customer Support Manager, Support Operations Manager, or similar leadership role, managing both US-based and offshore teams.
• Strong expertise in customer support technologies and ticketing systems (experience with Zendesk and HubSpot highly preferred).
• Ability to lead a team through a major support platform transition while maintaining high service levels.
• Experience in SaaS, tech, e-commerce, or a similar fast-paced industry.
• Strong analytical skills with the ability to interpret data and drive continuous improvement.
• Excellent communication, leadership, and problem-solving skills with a customer-first mindset.
• Experience collaborating cross-functionally with Product, Sales, and Success teams to align on customer needs.
• Bachelor’s degree in Business Administration, Communications, or a related field (preferred).