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About the role
Key responsibilities & impact- Carry direct responsibility for a portfolio of complex, high-priority, or escalated customer situations requiring senior-level ownership and coordination
- Lead and develop a team of Customer Support Managers, Team Leads, and/or Support Specialists with accountability for performance, coaching, and operational consistency
- Support customers across multiple SaaS products and environments, ensuring effective coordination and consistent service quality despite varying product complexity
- Serve as the senior escalation point for executive-level customer issues, commercially sensitive situations, and cross-functional incidents
- Draft, review, and guide high-impact customer communications during escalations, service disruptions, or critical account situations
- Balance personal operational responsibilities with leadership responsibilities — ensuring neither customer ownership nor people leadership quality degrades under pressure
- Coach managers and team members through complex customer interactions, escalation management, and stakeholder communication strategies using real-time operational examples
- Partner with Product, Engineering, and Customer Success leadership to drive resolution plans, customer recovery efforts, and systemic operational improvements
- Maintain visibility into team performance metrics, SLA adherence, escalation trends, and support quality while actively contributing operationally where needed
- Help establish scalable operational processes, escalation frameworks, and communication standards across support teams and product lines
- Lead root cause analysis efforts to identify recurring issues, process gaps, product defects, and opportunities for operational improvement.
- Drive knowledge management strategy, including internal documentation, customer-facing knowledge bases, self-service adoption, and content governance.
- Define and enforce ticketing standards, case management processes, documentation requirements, escalation procedures, and support workflow compliance.
Requirements
What you’ll need- 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.
Benefits
Comp & perks- Comprehensive Health Coverage: Coverage begins on your first day of employment.
- 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.
- RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.
- Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life.
- 12 weeks paid leave for all employees.
- Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely.
- Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supporttechnical supportB2B SaaSperformance managementcoachingroot cause analysiscase managementescalation managementprocess designquality framework development
Soft Skills
leadershipcommunicationoperational fluencycross-functional influencecoachingproblem-solvingstakeholder communicationteam developmentperformance improvementadaptability