Customer Success Manager, SaaS Support Operations

CAMP Systems International, Inc.; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

CAMP Systems International, Inc. is seeking a Support Department Manager to lead the software support operations, mentor the team, and serve as the primary escalation point for complex issues.

You will ensure SLA adherence, monitor metrics, and collaborate with Development, QA, and Operations to resolve defects. The role requires 3+ years managing a software support group, experience with Zendesk, SaaS/ERP environments, Jira/Confluence, and strong communication skills.

Qualifications

• 3+ years managing software support teams.
• Strong understanding of SLAs, KPIs, knowledge-base management, and ticketing operations.
• Experience administering a ticket management platform; Zendesk preferred.
• Experience supporting SaaS or ERP software preferred.
• Strong written, verbal, analytical, and problem-solving skills.
• Ability to own complex issues and drive them through resolution.
• Strong planning and organizational skills with attention to detail.
• Experience coaching employees, providing performance feedback, interviewing candidates, and conducting performance reviews.
• Experience with JIRA and Confluence.
• Working knowledge of databases such as SQL or Oracle.
• Bachelor’s degree preferred.

Responsibilities

• Lead day-to-day software support operations, ensuring timely resolution of incidents and service requests.
• Mentor and develop the Support team while fostering a collaborative, accountable, customer-focused culture.
• Serve as the primary escalation point for complex customer, software, and production issues.
• Monitor and manage SLAs, response and resolution times, ticket backlog, system availability, and other key metrics.
• Partner with Development, QA, Systems, and Operations teams to troubleshoot defects and drive corrective actions.
• Prioritize customer-impacting issues and enhancement requests based on business needs.
• Support software releases, patches, upgrades, and deployments with proper testing and documentation.
• Analyze incident trends to improve processes and customer experience.
• Establish and maintain support procedures, knowledge-base content, and training materials.
• Ensure the team has tools, access, training, and resources to assist customers.
• Provide regular reporting on performance, trends, and escalations.
• Maintain clear communication with customers and stakeholders during resolutions.

Skills

Leadership

Customer focus

Analytical thinking

Communication

Project management

Education

Bachelor’s degree preferred

Tools

Zendesk

JIRA

Confluence

SQL/Oracle

Job description

CAMP Systems International, Inc. is seeking a Support Department Manager to lead the software support operations, mentor the team, and serve as the primary escalation point for complex issues.

You will ensure SLA adherence, monitor metrics, and collaborate with Development, QA, and Operations to resolve defects. The role requires 3+ years managing a software support group, experience with Zendesk, SaaS/ERP environments, Jira/Confluence, and strong communication skills.