SaaS Customer Support Manager - Lead Global Support

INE; United States; Remote; USD 75,000 - 90,000; Full time

Benefits offered by this job

Healthcare plans

Matching 401k

Flexible PTO

Paid parental leave

Professional growth programs

Job summary

A leading IT training platform is seeking a Customer Support Manager to oversee operations for its global SaaS customer base. The ideal candidate will have over five years of customer-facing experience, including two years in SaaS support, and strong hands-on management skills. This hands-on role involves managing a small support team, improving workflows in Zendesk, and ensuring customer satisfaction. Competitive benefits include healthcare, flexible PTO, and a matching 401k plan.

Qualifications

• 5+ years in customer-facing roles, including 2+ years in SaaS customer support.
• 1–2+ years managing or leading support team members.
• Familiarity with AI-assisted tools to improve operational efficiency.

Responsibilities

• Manage and lead a customer support team of 3–5 members.
• Optimize workflows and improve self-service for customers.
• Monitor and report on support metrics and customer feedback.

Skills

Five or more years in customer-facing roles

Experience managing or leading support teams

Strong hands-on experience with Zendesk

Experience supporting global customers

Strong communication skills

Problem-solving skills

Tools

Zendesk

Recurly

HubSpot

Salesforce

Job description

A leading IT training platform is seeking a Customer Support Manager to oversee operations for its global SaaS customer base. The ideal candidate will have over five years of customer-facing experience, including two years in SaaS support, and strong hands-on management skills. This hands-on role involves managing a small support team, improving workflows in Zendesk, and ensuring customer satisfaction. Competitive benefits include healthcare, flexible PTO, and a matching 401k plan.