Customer Support Manager

Yodeck; Kentucky; Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Hybrid Work From Home policy

Office gym

Meal vouchers

Private medical insurance

Stock option plan

Job summary

Yodeck is seeking a hands-on Head of Customer Support to own daily operations, lead and develop the agent team, and ensure fast, accurate, friendly assistance via tickets, live chat, and phone. You will manage shifts, KPIs, and escalations while collaborating with Sales, Product, and Technical Support to improve the roadmap based on customer insights.

The role requires 3-5 years leading a SaaS support team, a proven track record in coaching agents, owning metrics, and excellent English

Qualifications

• 3-5 years leading a customer support or service team, ideally in SaaS.
• Track record of developing agents, not just managing them: onboarding, coaching, handling underperformance.
• Experience owning support metrics and defending them, including changing how a team worked to move a number.
• Comfortable as escalation point on angry or high-stakes customer situations.
• Experience running or working inside a team with shift coverage, including nights and weekends.
• Comfortable working cross-functionally with Revenue, Product and Technical Support.
• Fluent English, strong written and spoken.

Responsibilities

• Lead and coach the Customer Support agent team: onboarding, 1:1s, performance reviews, handling underperformance.
• Own hiring for the team, from assessment through final call.
• Own the Customer Support shift rota including night, weekend and holiday coverage, and keep it fair and sustainable.
• Own team KPIs and report trends in volume and sentiment to leadership.
• Manage ticket routing, macros and escalation paths in Intercom.
• Build and refine workflows for common cases: player setup, screen connectivity, scheduling, licensing, billing.
• Run ticket QA so answers are measured for correctness, not only speed.
• Act as escalation point on high-stakes or angry customer situations.
• Flag where automated answers fall short or hand off badly, to the owning team.
• Partner with Technical Support on escalations needing deeper platform or network troubleshooting.
• Work with Sales, Customer Success and Product on recurring issues and customer insight into the roadmap.
• Contribute to internal documentation and support playbooks in Slite.

Skills

Team leadership

Agent development

Support metrics ownership

Escalation management

Cross-functional collaboration

Fluent English

Tools

Intercom

Slite

Job description

About Us

Yodeckis a fast-growing Software-as-a-Service (SaaS) company that is laser-focused on disrupting the $23B digital signage industry. Yodeck’s affordable, easy-to-use, and feature-rich solution has been developed to democratize digital signage and empower with it any and every business around the world. Yodeck was first introduced in 2016 and now powers over 200,000 screens across every type of business from restaurants and retail stores, to schools, stadiums and conference halls. Yodeck is now in the top 5 of digital signage SaaS platforms in the world, and we are looking for curious and smart people to drive even faster!

About the Role

Own day-to-day Customer Support operations at Yodeck so customers, partners and resellers get fast, correct and friendly help across ticket, live chat and phone. Lead and develop the agent team, own the shift rota and coverage, and hold the team's CSAT and responsiveness numbers.

What You Will Be Doing

• Lead and coach the Customer Support agent team: onboarding, 1:1s, performance reviews, handling underperformance
• Own hiring for the team, from assessment through final call
• Own the Customer Support shift rota including night, weekend and holiday coverage, and keep it fair and sustainable
• Own team KPIs and report trends in volume and sentiment to leadership
• Manage ticket routing, macros and escalation paths in Intercom
• Build and refine workflows for common cases: player setup, screen connectivity, scheduling, licensing, billing
• Run ticket QA so answers are measured for correctness, not only speed
• Act as escalation point on high-stakes or angry customer situations
• Flag where automated answers fall short or hand off badly, to the owning team
• Partner with Technical Support on escalations needing deeper platform or network troubleshooting
• Work with Sales, Customer Success and Product on recurring issues and customer insight into the roadmap
• Contribute to internal documentation and support playbooks in Slite

• 3-5 years leading a customer support or service team, ideally in SaaS
• Track record of developing agents, not just managing them: onboarding, coaching, handling underperformance
• Experience owning support metrics and defending them, including changing how a team worked to move a number
• Comfortable as escalation point on angry or high-stakes customer situations
• Experience running or working inside a team with shift coverage, including nights and weekends
• Comfortable working cross-functionally with Revenue, Product and Technical Support
• Fluent English, strong written and spoken

Nice to have

• Experience with Intercom or a similar helpdesk and CRM stack
• Exposure to hardware, networking or digital signage
• Experience building support documentation or playbooks from scratch
• A second language used with customers

Major Challenges

• Holding CSAT and responsiveness targets while an increasing share of first-touch conversations is handled by automation owned outside this role
• Maintaining fair night, weekend and holiday coverage without burning out a small team
• Balancing speed metrics against answer correctness, where optimizing one degrades the other
• Hiring and retaining agents into shift work in the Athens market
• Breadth of the problem space: hardware, network, scheduling, licensing and billing all land in the same queue

• Competitive salary
• Company-wide bonus scheme and a great stock option plan
• Award-winning workplace, recognized as the Best Workplace
• Hybrid Work From Home policy
• Office gym, nutritionist, and meal vouchers
• Individual training budget for professional development
• Private medical insurance plan
• Fun and collaborative start-up environment (with amazing offices!)
• Flexible working arrangements
• Commuting expenses
• Equal opportunity and workplace diversity

As part of our dedication to the diversity of our workforce, Yodeck is committed to Equal Employment Opportunity. Our people are our strongest asset and we acknowledge that all we have achieved so far is the solid outcome of our people’s contributions.