Remote SaaS Support Team Lead—Growth & Ops

HSI; Oregon; Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Fully Remote Work

Generous PTO

Career Growth

Comprehensive Benefits

401(k) Match

Competitive Compensation

Job summary

HSI is seeking a Customer Support Manager to lead a Tier 1/2 team delivering frontline technical support across our SaaS product portfolio. You will coach, schedule, manage SLAs, and drive process improvements while partnering with Product, Engineering, and Quality to scale support.

You will own performance metrics, handle escalations, and push AI-enabled tools and automation to reduce customer effort and improve satisfaction.

Qualifications

• 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 and developing frontline support teams.
• Experience managing support operations: queues, escalations, SLAs, staffing, KPIs.
• Demonstrated ability to use support metrics and trends to guide decisions.
• Proven capability to coach employees, set expectations, and build team capacity.
• Strong written and verbal communication with both technical and nontechnical audiences.

Responsibilities

• Lead, coach, and develop a team of Tier 1 and Tier 2 Customer Support Reps, with regular feedback and recognition.
• Manage day-to-day support ops across phone, email, and case-management channels, including scheduling and coverage.
• Monitor team performance using key metrics like CSAT, response/resolution times, backlog, and productivity.
• Foster a customer-focused culture with cross-functional collaboration to improve onboarding and quality standards.
• Serve as primary escalation point for complex issues and high-priority incidents; ensure timely communication and service recovery.

Skills

People management

Support operations

Performance metrics

Coaching

Problem solving

Communication

Education

Bachelor's degree

Tools

Salesforce

Zendesk

Freshdesk

Job description

HSI is seeking a Customer Support Manager to lead a Tier 1/2 team delivering frontline technical support across our SaaS product portfolio. You will coach, schedule, manage SLAs, and drive process improvements while partnering with Product, Engineering, and Quality to scale support.

You will own performance metrics, handle escalations, and push AI-enabled tools and automation to reduce customer effort and improve satisfaction.