Global Tier I Support Manager - SaaS CX Leader

Maxio; Georgia (VT); Remote; USD 85,000 - 110,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) savings plan with company match

Paid parental leave

Open PTO

Job summary

A leading software company is looking for a Manager of Tier I Support to oversee their global support team. This role involves improving customer satisfaction metrics, managing daily operations, and fostering a culture of accountability. The ideal candidate will have 2+ years of experience in a SaaS environment and exceptional communication skills. Competitive benefits including health insurance and open PTO are offered.

Qualifications

• 2+ years of experience as a support team manager in SaaS.
• Experience managing ticketing workflows.
• Proven success managing and mentoring a global team.

Responsibilities

• Lead and manage a team of Tier I support professionals.
• Drive improvements around key metrics including CSAT.
• Coach and develop team members through 1:1s.

Skills

Support team management

Customer satisfaction metrics

Communication skills

Zendesk experience

Empathy

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Jira

Job description

A leading software company is looking for a Manager of Tier I Support to oversee their global support team. This role involves improving customer satisfaction metrics, managing daily operations, and fostering a culture of accountability. The ideal candidate will have 2+ years of experience in a SaaS environment and exceptional communication skills. Competitive benefits including health insurance and open PTO are offered.