Senior Manager, Customer Support
Vanilla
full-time
Posted on:
Location Type: Remote
Location: California • Colorado • United States
Visit company websiteExplore more
Salary
💰 $135,000 - $160,000 per year
Job Level
About the role
- Establish clear, tiered support models aligned to customer complexity and value
- Implement operational rigor across SLAs, escalation pathways, QA, and performance management
- Build structured feedback loops between Support, Product, and Engineering that reduce systemic friction
- Launch a scalable self-service and knowledge strategy that increases deflection and consistency
- Improve measurable Support contribution to retention and expansion
- Ensure Support operations scale predictably alongside company growth
- Strengthen support operations through scalable processes, clear escalation models, quality standards, root cause analysis, and strong accountability mechanisms
- Reduce customer effort by identifying recurring friction patterns and systemic ticket drivers
- Partner with Product and Engineering to resolve high-impact issues and implement structured, data-driven feedback loops with measurable reduction targets
- Build and scale a self-service and knowledge strategy, owning knowledge base architecture, governance, and quality standards
- Design scalable troubleshooting workflows that improve resolution speed and consistency
- Architect segmented support models that align service levels to customer needs and unit economics, ensuring efficient and strategic resource allocation
- Position Support as a key retention lever by partnering with Customer Success to identify risk signals, establish proactive intervention triggers, and improve early-lifecycle experience consistency
- Deploy AI-assisted support capabilities strategically, balancing efficiency gains with customer experience and quality
- Manage outsourcing partners against clearly defined performance and quality standards
- Build a culture of ownership and execution through clear accountability expectations, disciplined operating rhythms, and strong cross-functional coordination
Requirements
- 6+ years of SaaS Support or Customer Operations leadership experience
- Proven experience building and scaling support functions in high-growth environments
- Strong people leadership skills, with a track record of coaching, developing, and holding high-performing teams to clear standards
- Demonstrated success reducing structural customer effort and addressing systemic friction
- Deep expertise in knowledge management systems and scalable self-service strategy
- Strong cross-functional partnership experience with Product and Engineering
- Experience designing segmented support models aligned to customer needs and business economics
- Familiarity with AI and automation tools within modern Support environments
- Executive presence paired with strong operational rigor and data-driven decision-making
Benefits
- Flexible paid time off policy and 10 company-wide paid holidays
- Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents
- Medical, dental, and vision benefits coverage for employees and their families
- 401K eligibility after one month of employment
- Free estate planning documents
- Budget for learning & development and home office setup
- Paid parking or transit for hybrid and in office employees
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SaaS SupportCustomer Operationsknowledge management systemsself-service strategydata-driven decision-makingperformance managementroot cause analysistroubleshooting workflowsescalation pathwaysquality standards
Soft Skills
people leadershipcoachingteam developmentcross-functional partnershipaccountabilityoperational rigorexecutioncommunicationstrategic resource allocationcustomer experience