Senior Customer Support Manager

Required Qualifications

• 8+ years of experience in customer support or technical support in a B2B SaaS environment
• Prior people management experience with direct reports in a support, customer success, or related customer-facing function — with formal accountability for individual performance and development
• Proven ability to develop support talent — identifying capability gaps, designing development plans, and delivering feedback that produces measurable improvement in individual performance
• Strong operational fluency — able to maintain visibility into a team’s queue health, SLA performance, and quality trends without managing the day-to-day triage directly
• Experience managing team performance across multiple levels of seniority — including both early-career and senior support specialists
• Demonstrated track record of driving support quality improvement at the team level — through case review programs, coaching, process design, or quality framework development
• History of cross-functional influence — representing the support team’s needs and performance in conversations with CS, Product, Engineering, and Leadership with specificity and credibility
• Experience with support tooling at both a practitioner and team management level – Zendesk, Salesforce, HubSpot, or TeamSupport — including data quality oversight and process compliance.
• Exceptional communication skills — able to deliver difficult feedback, manage executive escalations, and represent the team to senior leadership with equal directness and care
• Experience leading remote or distributed support teams.
• Experience in a Support Team Lead or equivalent player-coach role prior to formal management — demonstrating natural progression through the support leadership career path
• Background building or redesigning support team structures, onboarding programs, quality frameworks, or career development pathways
• Experience designing or owning support performance reporting — dashboards, SLA tracking systems, CSAT reporting, and quality score frameworks that inform management decisions
• Familiarity with knowledge management strategy at the team level — including documentation quality governance, content coverage planning, and self-service optimization
• Thought leadership in support people management — performance calibration, talent development frameworks, or retention of high-performing support professionals
• Experience managing across multiple support channels or product lines simultaneously
• Certifications in customer support, ITIL, people management, or help desk operations are a plus