Remote Customer Support Manager - Proactive, Data-Driven Leadership

SambaSafety; Idaho; Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

Remote work in US

Up to 12 weeks maternity leave

Wellness & tuition reimbursement

Job summary

SambaSafety is seeking a Customer Support Manager in a remote US-based role. You will lead a 15-person support team handling 55,000 cases annually, using data and automation to shift from reactive ticket handling to proactive customer engagement and product adoption.

You’ll partner with Customer Success, Product, IT, and Operations to remove roadblocks and enhance the customer experience. We value an inclusive culture and offer flexible time off, wellness and education reimbursement, and

Qualifications

• 5+ years in customer support, including 3+ years managing people.
• B2B SaaS customer support experience with queues, SLAs, QA, and KPI dashboards.

Responsibilities

• Lead and coach the 15-person team, including 12 CSRs and 3 vertical leads.
• Own KPIs: response times, SLA attainment, QA scores, CSAT, proactive work.
• Use Salesforce data to spot trends and automation opportunities and share insights with leaders.
• Own escalation process with Product and Operations.
• Drive proactive engagement and expand adoption through health-score driven outreach.
• Maintain and improve the team playbook and SOPs.

Skills

People management

Data-driven decision making

Cross-functional collaboration

Coaching and talent development

Leading through change

Tools

Salesforce Service Cloud

AI automation tools

Job description

SambaSafety is seeking a Customer Support Manager in a remote US-based role. You will lead a 15-person support team handling 55,000 cases annually, using data and automation to shift from reactive ticket handling to proactive customer engagement and product adoption.

You’ll partner with Customer Success, Product, IT, and Operations to remove roadblocks and enhance the customer experience. We value an inclusive culture and offer flexible time off, wellness and education reimbursement, and