Remote SaaS Customer Service Manager — Lead & Scale Support

OperationsArmy; Austin (TX); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading remote SaaS company is seeking an experienced Customer Service Manager to oversee a distributed team. The role involves ensuring operational excellence during the self-serve product launch and requires at least 2 years of experience in managing customer service teams, preferably in a SaaS environment. Excellent communication and data-driven decision-making skills are a must. This position is fully remote, catering to U.S. residents.

Qualifications

• 2+ years managing customer service or support teams, preferably in SaaS or startup.
• Experience scaling support operations in a remote-first environment.
• Excellent communication and coaching skills.

Responsibilities

• Manage and support a distributed team of customer service representatives.
• Monitor performance to ensure SLAs are consistently met.
• Optimize support workflows and identify user issues.

Skills

Team management

Communication

Coaching

Data-driven decision making

Tools

Slack

Intercom

Jira

Pylon

Job description

A leading remote SaaS company is seeking an experienced Customer Service Manager to oversee a distributed team. The role involves ensuring operational excellence during the self-serve product launch and requires at least 2 years of experience in managing customer service teams, preferably in a SaaS environment. Excellent communication and data-driven decision-making skills are a must. This position is fully remote, catering to U.S. residents.