Sprout Social, Inc.

Manager, Customer Support

Sprout Social, Inc.

full-time

Posted on:

Location Type: Remote

Location: Ireland

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About the role

  • Lead a group of both individual contributors and/or Team Leads through a Diversity, Equity and Inclusion lens.
  • Oversee coverage needs, team capacity, performance, and growth ensuring all core qualitative and quantitative KPIs are achieved.
  • Identify operational risks (e.g., spikes in volume, system issues, major bugs) and lead real-time response plans to minimize customer and team impact.
  • Actively collaborate across our leadership team, within our Support organization, and across Sprout to help drive the voice of the customer.
  • Conduct regular performance check-ins, coaching conversations, and career development discussions with individual contributors and/or Team Leads to support growth, accountability, and high performance.

Requirements

  • 6+ years in a high volume, real time Customer Support role in SaaS or B2C Technical Support
  • 2+ years experience leading distributed teams
  • Experience leading dynamic, multi-channel teams and driving performance results through deep KPI understanding
  • Experience managing support tools, such as chat/ticketing platforms, CRMs, etc. Specific experience with Zendesk and/or Salesforce is a plus.
  • Strong internal and external communication skills with a natural empathy for our customers and employees
  • Proficiency with social media and emerging AI technologies
Benefits
  • Comprehensive Private Health & Dental: 100% premium coverage for you and your eligible dependents through VHI (Health) and DeCare (Dental).
  • Pension Scheme: We match your pension contributions 1-to-1 up to 6% of your salary.
  • Life & Disability Insurance: 100% paid-for life cover and disability insurance for your peace of mind.
  • Generous Paid Time Off: 25 days of leave, plus all public holidays and additional company-wide Rest & Recharge days.
  • Paid Parental Leave: We support all growing families with 26 weeks of full pay for birthing parents and 16 weeks of full pay for non-birthing parents.
  • Family & Care Support: Access to subsidized child/eldercare through Care.com.
  • Premium Mental Health Support: Full access to Modern Health for you and your dependents, including free coaching, therapy sessions, and digital wellness resources.
  • Lifestyle Spending Account (LSA): An annual $700 USD fund to spend on your physical, mental, and financial well-being.
  • Work From Home Support: A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet.
  • Dublin Office Perks: A €18 daily lunch stipend (via Deliveroo) when you work from our Dublin office.
  • Commuter Savings: Access to the Tax Saver Commuter/Cycle to Work scheme for tax savings.
  • Charitable Giving: A company match for your donations to eligible organizations.
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer SupportKPI analysisPerformance managementCoachingCareer developmentOperational risk managementReal-time response planningMulti-channel supportSaaSB2C Technical Support
Soft Skills
LeadershipCollaborationCommunicationEmpathyAccountabilityGrowth mindsetHigh performance focusCoaching conversationsPerformance check-insDiversity, Equity and Inclusion