Remote SaaS Support Team Lead

HSI; United States; Remote; USD 65.000 - 75.000; Vollzeit

Benefits dieser Stelle

Fully Remote Work

Generous PTO

Career Growth

Comprehensive Benefits

401(k) Match

Competitive Compensation

Zusammenfassung

HSI is seeking a Customer Support Manager to lead a high-volume SaaS support team across Tier 1 and Tier 2 channels. You will coach, schedule, and optimize service levels while partnering with Product, Engineering, and Quality to resolve issues and drive continuous improvement.

Ideal candidates bring 3+ years in SaaS support with 1+ year of people management, strong metrics literacy, and a passion for customer experience. Fully remote work options are available along with comprehensive benefits.

Qualifikationen

• 3+ years of progressive experience in customer support or technical support within a SaaS, software, or technology environment.
• 1+ years of people-management experience leading, coaching, and developing a frontline customer or technical support team.
• Experience managing support operations, including ticket/case queues, customer escalations, SLAs, staffing coverage, and performance KPIs.
• Demonstrated experience using support metrics and operational trends to manage performance, identify issues, and guide decisions.
• Proven ability to coach employees, set clear expectations, address performance concerns, and build team capability.
• Strong problem-solving and judgment, with the ability to identify recurring issues, investigate root causes, and coordinate solutions across teams.
• Strong written and verbal communication skills, including the ability to communicate effectively with both technical and nontechnical audiences.

Aufgaben

• Lead, coach, and develop a team of Tier 1 and Tier 2 Customer Support Representatives, providing regular feedback, performance management, career development, and recognition.
• Manage day-to-day support operations across phone, email, and case-management channels, including scheduling, staffing coverage, workload allocation, queue management, and service-level performance.
• Monitor team performance across key support metrics, including customer satisfaction, response and resolution times, quality, case backlog, productivity, and phone-support measures.
• Foster a customer-focused culture of accountability, collaboration, continuous learning, and operational excellence, partnering with Training and Quality to strengthen onboarding, team development, and quality standards.
• Serve as the primary escalation point for complex customer issues and high-priority incidents, ensuring timely, professional communication and effective service recovery.
• Analyze support cases, customer feedback, and operational trends to identify recurring issues, emerging risks, and opportunities to improve service quality and team efficiency.
• Take initiative to investigate recurring or customer-impacting issues, participate in root-cause analysis and post-incident reviews, and partner with Product, Engineering, and Quality on resolution.
• Serve as a voice of the customer, translating recurring issues, enhancement requests, usability concerns, and adoption challenges into actionable feedback for Product and other internal teams.
• Own and continuously improve support processes, workflows, knowledge resources, and operating procedures to deliver consistent, scalable support across HSI’s SaaS products.
• Lead and contribute to departmental initiatives that strengthen team effectiveness, service delivery, customer experience, and operational scalability.
• Identify and advance practical opportunities to use AI, automation, and self-service to improve agent productivity, reduce customer effort, and increase operational efficiency.
• Use support metrics, workforce capacity, customer demand, and operational trends to identify risks and opportunities and communicate recommendations to leadership.

Kenntnisse

Team leadership

Coaching

Operational planning

Communication

Problem solving

Ausbildung

Bachelor's degree

Tools

Salesforce

Zendesk

Freshdesk

Jobbeschreibung

HSI is seeking a Customer Support Manager to lead a high-volume SaaS support team across Tier 1 and Tier 2 channels. You will coach, schedule, and optimize service levels while partnering with Product, Engineering, and Quality to resolve issues and drive continuous improvement.

Ideal candidates bring 3+ years in SaaS support with 1+ year of people management, strong metrics literacy, and a passion for customer experience. Fully remote work options are available along with comprehensive benefits.