Customer Support Manager

Qualifications

Required:

• 4+ years in a customer‑facing SaaS role (Customer Support, Customer Success, or Customer Experience)
• 2+ years in a people management role with direct responsibility for Team Leads or senior ICs
• Demonstrated experience owning team performance against KPIs including CSAT, SLA adherence, handle time, and response times
• Proven ability to execute OKR initiatives and drive departmental improvement programs
• Deep customer experience expertise with a proven ability to diagnose CX gaps, own escalation resolution end‑to‑end, and drive measurable improvements in customer satisfaction
• Executive escalation handling with comfort owning high‑stakes customer situations, communicating clearly to senior stakeholders, and closing escalations with minimal oversight
• Data literacy with the ability to track, interpret, and act on performance metrics independently
• Experie...