Remote Head of SaaS Customer Support

RethinkFirst; Atlanta (GA); On-site; USD 120,000 - 180,000; Full time

Job summary

Rethink First is seeking a Senior Manager of Customer Support to lead a high‑performing helpdesk for ABA providers on our SaaS platform. The role blends hands‑on leadership with strategic initiatives to scale operations, improve SLA adherence, and deliver empathetic, knowledgeable service.

You will manage multi‑channel support (chat, ticketing, email), drive automation with AI tools like Claude, and partner with Product and Engineering to root‑out issues.

Qualifications

• Bachelor’s degree in business, CS or similar.
• 8+ years in customer support with 2+ years in a managerial role.
• 5+ years leading SaaS-based customer support organizations.
• Experience leading teams across multiple channels.
• Experience with Salesforce, Agentforce and JIRA.
• Proven ability to automate processes with AI tools.

Responsibilities

• Develop and execute the strategic vision for Customer Support and Helpdesk operations.
• Lead, mentor, and coach Support Specialists.
• Build scalable support processes to speed resolution.
• Oversee multi-channel support: live chat, ticketing, email, escalations, self-service.
• Monitor NPS, response time, resolution time, SLA compliance.
• Collaborate with Customer Success, Engineering, Product for improvements.
• Drive knowledge management and onboarding of new hires.
• Analyze trends and create leadership dashboards.

Skills

Leadership

People management

KPIs and analytics

Customer-centric

Communication skills

Problem-solving

Education

Bachelor’s Degree in Business Administration or Computer Science

Tools

Salesforce

Agentforce

JIRA

Job description

Rethink First is seeking a Senior Manager of Customer Support to lead a high‑performing helpdesk for ABA providers on our SaaS platform. The role blends hands‑on leadership with strategic initiatives to scale operations, improve SLA adherence, and deliver empathetic, knowledgeable service.

You will manage multi‑channel support (chat, ticketing, email), drive automation with AI tools like Claude, and partner with Product and Engineering to root‑out issues.