Help Scout

Senior Support Manager

Help Scout

full-time

Posted on:

Location Type: Remote

Location: California • New York • United States

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Salary

💰 $133,000 - $150,000 per year

Job Level

Senior

About the role

  • Lead the day-to-day operations of our frontline support team, ensuring we consistently deliver exceptional customer experiences while meeting our performance goals.
  • Work alongside a highly skilled team of support professionals, coaching them to success while staying hands-on in the queue yourself.
  • Oversee all frontline support team members and ensuring smooth queue operations.
  • Monitor and ensure the team meets established KPIs and performance standards.
  • Work in the queue daily alongside your team to stay connected to the customer experience and your team.
  • Support autonomous decision-making while providing guidance when needed.
  • Raise concerns and advocate for resources when the team needs additional support.
  • Maintain team morale and create a positive, respectful, and collaborative work environment.

Requirements

  • Experienced Support Leader: You've led a SaaS support team before, so you understand what great technical support looks like and you’re technical yourself. You're comfortable with metrics and performance management, but you know that numbers tell only part of the story. You've managed skilled professionals who don't need micromanagement—they need a leader who trusts them and removes obstacles from their path.
  • Autonomous & Empowering: You're comfortable giving people the freedom to make decisions and do what's right for customers. You hire for judgment and trust your team to use it. You step in when needed but default to empowering others.
  • Hands-On Operator and Product Expert: You're not a manager who stays out of the weeds to help customers. You can understand the product deeply, and you can jump in to help with challenging customer situations. Your team respects you because you do the work alongside them and help them level up.
  • Collaborative Problem-Solver: You know you don't have to solve every problem yourself. When you see a training gap, you loop in the Product Support Lead. When you need a technical solution, you partner with Support Operations. You're comfortable asking for help and coordinating across teams to get your team what they need, and let you stay focused.
  • Quality-Focused: You have a strong sense of what excellent customer support looks like and can articulate why one response is better than another. You give clear, actionable feedback that helps people improve, and you celebrate great work when you see it.
Benefits
  • Competitive salary and an internal, transparent salary formula based on market data
  • Flexible time off – you choose the holidays and vacations that make sense for you
  • 12 weeks of fully paid parental leave for all new parents, including adoption and foster care
  • A home office stipend to help you get set up and productive
  • A co-working stipend up to $300 a month if you choose to work out of your house
  • A yearly professional development stipend of $1,800 to help you grow in your craft
  • If you’re in the U.S. or Canada, we offer top tier health insurance for you and your dependents.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaS supportperformance managementcustomer supporttechnical supportKPI monitoringqueue operationsproduct expertise
Soft Skills
leadershipcoachingautonomous decision-makingempowermentcollaborationproblem-solvingcommunicationteam moralefeedback deliverytrust building