Customer Support Manager – B2B SaaS

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Customer Support Manager at SocialPilot helping clients achieve their social media goals. Lead customer support efforts for a fast-growing B2B SaaS platform.

Posted 8/3/2026full-timeRemote • 🌎 Anywhere in the WorldSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in customer support management within a B2B SaaS environment, focusing on high-quality service delivery, team performance monitoring, and process improvement. Proficient in handling complex customer issues and collaborating with cross-functional teams to enhance customer satisfaction.

Highest-signal resume keywords

8 Years Customer Support ExperienceB2B SaaS ExpertiseTeam Management ExperienceHelpScout KnowledgeZendesk Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Support ManagementTicket ManagementEscalation HandlingQuality Metrics MonitoringProcess Improvement

Soft Skills

Excellent Communication SkillsIndependent Work Ability

Tools & Technologies

HelpScoutZendesk

Industry Keywords

B2BSaaSCSATKPISLA

About the role

Key responsibilities & impact

Ensure consistent, high-quality customer support across email, chat, and voice channels by maintaining support standards and guidelines.
Act as an escalation point for complex customer issues and ensure timely resolution.
Monitor team performance, KPIs, SLAs, CSAT, and quality metrics.
Develop, document and improve support processes, workflows, and knowledge base.
Collaborate with Product, Engineering, and other internal teams to resolve issues and share customer feedback.
Should be able to work as an IC to handle support tickets and calls.

Requirements

What you’ll need

8 years of experience in customer support within a B2B SaaS company
Excellent written and verbal English communication skills (mandatory)
3+ years of experience managing or leading a customer support team
Hands-on experience handling customer support via emails, chats, and calls
Strong working knowledge of support systems such as HelpScout, Zendesk, and similar platforms
Experience with ticket management, escalation handling, and customer satisfaction metrics
Ability to work independently and manage teams during the night shift.

Benefits

Comp & perks

Best in class health and medical benefits.
Profit-Sharing Plan: We reward our high-performing employees by actually sharing profits with them.
Staycation: Every year, choose anywhere in the world to stay for a month; we will take care of the expenses!
Open Door Policy: Strong communication and transparency go a long way in creating stress-free workplaces.
Zen-like Workspace: A modern, aesthetically pleasing workspace with an all-inclusive cafeteria and dedicated conference/meeting rooms if you decide to work from the office.