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About the role
Key responsibilities & impact- Manage, coach, and develop a team of support representatives through regular 1:1s, performance reviews, and career development planning
- Set clear team goals and KPIs (CSAT, first response time, resolution time, escalation rate) and hold the team accountable
- Build structured onboarding and ongoing training programs that ramp new hires to full readiness within 30 days and continuously deepen product and industry knowledge
- Develop team members into higher-level contributors, measurable through certification rates and reduced escalation volume over time
- Foster a high-performance, customer-first culture grounded in accountability, ownership, and continuous improvement
- Define and implement a tiered support model (Tier 1 / Tier 2) with clear ownership, responsibilities, and escalation paths
- Build and maintain playbooks and SOPs that enable the team to independently resolve 80%+ of inbound issues at Tier 1
- Establish clear criteria for ticket classification, escalation, and resolution expectations
- Continuously refine workflows to improve efficiency, consistency, and quality
- Set and uphold a white-glove standard for all customer interactions—urgency, clarity, and professionalism
- Own escalations and complex cases, serving as the final point of coordination before involving Head of CX, Product or Engineering
- Establish and enforce a standardized escalation framework including SLAs, communication expectations, and ownership across business hours and after-hours
- Own and manage the out-of-service-hours coverage plan, including rotation design, on-call ownership, escalation paths, and ensuring consistent customer experience outside standard hours
- Partner with customers during critical moments (post go-live issues, billing concerns, operational disruptions) to ensure successful outcomes
- Serve as a front-line point of contact for SMB accounts without a named CXM, partnering with the broader CX team to ensure these customers receive a consistent, high-quality experience
- Stay connected to the customer experience through ticket reviews and trend analysis while minimizing direct ticket ownership as the team scales
- Identify high-volume, repetitive tasks and drive automation through AI and tooling with the goal of measurably reducing manual ticket volume quarter over quarter
- Train and optimize AI agents (e.g., Intercom) to deflect Tier 1 inquiries with clear deflection rate targets and quality thresholds, and build AI-assisted workflows such as auto-triage, suggested responses, and proactive status updates
- Continuously evaluate and implement new tools and technologies to improve support scalability and response speed
- Build and maintain real-time dashboards tracking key metrics (response time, resolution time, escalation rate, deflection rate)
- Enable full visibility into team performance without requiring direct involvement in individual tickets
- Monitor trends and proactively adjust staffing, workflows, and processes to meet demand
- Drive accountability through data—owning weekly and monthly performance reporting against defined SLAs and surfacing corrective actions when targets are missed
- Aggregate and analyze tickets to identify recurring issues, failure patterns, and systemic gaps
- Translate support trends into clear, actionable insights for Product and Engineering with business and operational context
- Drive root-cause resolution by partnering with Product and Engineering through to shipped fixes, tracking reduction in repeat ticket volume for resolved issues
- Build and maintain a self-service knowledge base, continuously updated based on product changes and common support trends
- Collaborate with Implementation, Customer Experience, and Sales to ensure seamless handoffs and lifecycle support
Requirements
What you’ll need- 5–8 years in customer support, with 2–3+ years directly managing a support team
- Proven track record of building or materially scaling a support function; you've designed tiered models, written SOPs, and stood up escalation frameworks from scratch, not inherited and maintained them
- Experience at a B2B SaaS company; vertical SaaS or industry-specific software strongly preferred
- Proven ability to operate independently, you've built and run support systems without a playbook handed to you, and you know how to prioritize and execute when leadership isn't in the weeds with you
- Demonstrated track record of developing support reps into higher-tier contributors with specific examples of reps you've upleveled to grow into leads
- Comfort owning escalations and after-hours critical incidents personally, not just delegating
- Experience designing and managing out-of-service-hours coverage plans; on-call rotations, escalation paths, and after-hours SLAs
- High standards for customer experience with a natural gravitation toward white-glove service
- Analytical mindset with the ability to aggregate trends across large ticket volumes, identify root causes, and communicate findings with business context
- Strong written and verbal communication skills; you can de-escalate a frustrated customer and coach a junior rep in the same afternoon
- Data-driven with comfort in dashboards and using metrics to drive team performance and cross-functional decisions
- Hands-on experience implementing AI or automation in a support context, you can speak to measurable deflection or efficiency gains you've personally driven
- Experience with support platforms like Zendesk, Intercom, Freshdesk, or similar
Benefits
Comp & perks- Competitive salary, flexible time off, and ample opportunities for learning and development
- Company-paid medical, dental, and vision coverage, plus 401k
- Be part of a diverse, inclusive, and supportive culture where individuality is celebrated
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 support managementperformance reportingticket classificationescalation framework designworkflow refinementdata analysisautomation implementationAI trainingSOP writingKPI setting
Soft Skills
coachingcommunicationaccountabilityproblem-solvingleadershipcustomer-first mindsetindependenceanalytical thinkingteam developmentde-escalation