Customer Support Manager (US Shift)

SaaS; Ahmedabad District; Remote; INR 5,703,000 - 8,555,000; Full time

Job summary

SocialPilot is seeking a Customer Support Manager (US Shift) to partner with customers and help them achieve their social media goals. You will assist prospects in determining platform fit and work with customers to resolve issues and adopt new features, acting as their ongoing partner in success.

You will lead the support team, monitor KPIs, and collaborate with Product and Engineering to resolve issues while also handling tickets and calls as an IC during night hours.

Qualifications

• 8+ years in customer support for B2B SaaS.
• Excellent written and verbal English.
• 3+ years leading a customer support team.
• Hands-on in handling emails, chats, and calls.
• Proficient with HelpScout, Zendesk, and similar platforms.
• Ability to work night shifts independently.

Responsibilities

• Ensure consistent, high-quality support across email, chat, and voice channels by maintaining support standards and guidelines.
• Escalation point for complex customer issues and ensure timely resolution.
• Monitor team performance, KPIs, SLAs, CSAT, and quality metrics.
• Develop, document and improve support processes, workflows, and knowledge base.
• Collaborate with Product, Engineering, and other internal teams to resolve issues and share customer feedback.
• Should be able to work as an IC to handle support tickets and calls.

Skills

English communication

Night shift management

Independent work

Ticket handling

Customer support leadership

SaaS knowledge

Tools

HelpScout

Zendesk

Job description

SocialPilot is looking for a Customer Support Manager (US Shift) to partner with SocialPilot’s customers and make them truly successful in achieving their social media goals. As a part of the customer success team, you will help prospects to understand if SocialPilot is the right platform for them. You will also work with customers to resolve any issues, help them adopt new features, and overall be their partner in success.

Job description:

• Ensure consistent, high-quality customer support across email, chat, and voice channels by maintaining support standards and guidelines

• Act as an escalation point for complex customer issues and ensure timely resolution

• Monitor team performance, KPIs, SLAs, CSAT, and quality metrics

• Develop, document and improve support processes, workflows, and knowledge base.

• Collaborate with Product, Engineering, and other internal teams to resolve issues and share customer feedback

• Should be able to work as an IC to handle support tickets and calls

Requirements:

• 8 years of experience in customer support within a B2B SaaS company

• Excellent written and verbal English communication skills (mandatory)

• 3+ years of experience managing or leading a customer support team

• Hands-on experience handling customer support via emails, chats, and calls

• Strong working knowledge of support systems such as HelpScout, Zendesk, and similar platforms

• Experience with ticket management, escalation handling, and customer satisfaction metrics

• Ability to work independently and manage teams during the night shift.

About Us:

SocialPilot is a leading B2B SaaS social media management platform that helps businesses, marketing agencies, and teams manage, schedule, publish, and analyze their social media content efficiently. With thousands of businesses and agencies using the platform, SocialPilot enables teams to streamline their social media workflows, improve productivity, and drive better results from their social media efforts.

SocialPilot is now part of group.one

group.one is a leading European provider of online presence, cloud hosting, and digital marketing services. Over 2 million customers trust us with their online success. Our global team consists of 1 500+ employees operating from nearly 20 locations across 15 countries, with our headquarters in Sweden. Thanks to the support of our partners Cinven and Ontario Teachers' Pension Plan, we are steadily expanding the group's service portfolio and geographical footprint.

When you join group.one, you become a part of a global network that values collaboration, growth, and excellence. Join us in creating online success stories!

We are committed to an inclusive and safe environment, free from discrimination and harassment.

We welcome talent in all its diversity. Your gender, background, age, beliefs, or personal story do not define your opportunities here - what matters to us is mutual respect, personal appreciation, and creating a workplace where motivation and collaboration thrive. We believe in supporting your personal and professional growth, recognising you as both an individual and a valued team member.

We want to continue to grow with you and why we look forward to getting to know you.