SaaS Customer Support Manager - Hybrid + Stock Options

Yodeck; Kentucky; Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Hybrid Work From Home policy

Office gym

Meal vouchers

Private medical insurance

Stock option plan

Job summary

Yodeck is seeking a hands-on Head of Customer Support to own daily operations, lead and develop the agent team, and ensure fast, accurate, friendly assistance via tickets, live chat, and phone. You will manage shifts, KPIs, and escalations while collaborating with Sales, Product, and Technical Support to improve the roadmap based on customer insights.

The role requires 3-5 years leading a SaaS support team, a proven track record in coaching agents, owning metrics, and excellent English

Qualifications

• 3-5 years leading a customer support or service team, ideally in SaaS.
• Track record of developing agents, not just managing them: onboarding, coaching, handling underperformance.
• Experience owning support metrics and defending them, including changing how a team worked to move a number.
• Comfortable as escalation point on angry or high-stakes customer situations.
• Experience running or working inside a team with shift coverage, including nights and weekends.
• Comfortable working cross-functionally with Revenue, Product and Technical Support.
• Fluent English, strong written and spoken.

Responsibilities

• Lead and coach the Customer Support agent team: onboarding, 1:1s, performance reviews, handling underperformance.
• Own hiring for the team, from assessment through final call.
• Own the Customer Support shift rota including night, weekend and holiday coverage, and keep it fair and sustainable.
• Own team KPIs and report trends in volume and sentiment to leadership.
• Manage ticket routing, macros and escalation paths in Intercom.
• Build and refine workflows for common cases: player setup, screen connectivity, scheduling, licensing, billing.
• Run ticket QA so answers are measured for correctness, not only speed.
• Act as escalation point on high-stakes or angry customer situations.
• Flag where automated answers fall short or hand off badly, to the owning team.
• Partner with Technical Support on escalations needing deeper platform or network troubleshooting.
• Work with Sales, Customer Success and Product on recurring issues and customer insight into the roadmap.
• Contribute to internal documentation and support playbooks in Slite.

Skills

Team leadership

Agent development

Support metrics ownership

Escalation management

Cross-functional collaboration

Fluent English

Tools

Intercom

Slite

Job description

Yodeck is seeking a hands-on Head of Customer Support to own daily operations, lead and develop the agent team, and ensure fast, accurate, friendly assistance via tickets, live chat, and phone. You will manage shifts, KPIs, and escalations while collaborating with Sales, Product, and Technical Support to improve the roadmap based on customer insights.

The role requires 3-5 years leading a SaaS support team, a proven track record in coaching agents, owning metrics, and excellent English