Customer Support Manager

Higher Logic

Manager of Customer Support at Higher Logic overseeing a team to provide world-class service. Responsible for hiring, training, and implementing customer-centric processes.

Posted 6/15/2026full-timeRemote • 🇺🇸 United StatesSeniorLeadWebsite

About the role

Key responsibilities & impact

Responsible for leading a team of support specialists dedicated to providing world-class customer service to Higher Logic’s customers.
Overseeing all core people leadership functions including hiring, training, mentoring, and performance management.
Implements customer-centric processes and systems to enhance the team’s productivity and performance.
Foster strong peer-to-peer relationships and collaborate across the Customer Experience team and the company overall.

Requirements

What you’ll need

Typically has at least seven years of experience either providing or leading technical support functions in a SaaS environment, or five years and a degree.
Leadership experience in a multi-channel contact center environment
Experience training, mentoring, coaching and developing customer service teams
Has partnered with Product and Engineering teams to prioritize feature requests and bug fixes preferably in an agile software development environment
Has worked with customers ranging from small businesses to large enterprise organizations

Benefits

Comp & perks

Equal opportunity employment
Reasonable accommodations for disabilities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportSaaSagile software development

Soft Skills

leadershipmentoringcoachingcollaborationcustomer-centric processesperformance management