SaaS Software Support Manager

Precise Resource; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

A leading executive search firm is seeking a Software Support Engineer Manager to oversee a team ensuring efficient customer support for a cloud-based SaaS platform. The role focuses on driving technical issue resolution, enhancing team capabilities, and maintaining high customer satisfaction levels. Key responsibilities include tracking metrics, mentoring support staff, and implementing process enhancements to improve service delivery. The ideal candidate has strong leadership skills and relevant experience in software support management.

Qualifications

• 2-3 years of direct people management experience; ideally in service operations.
• Experience with support ticketing systems and debugging complex software problems.
• Strong technical knowledge of software applications and troubleshooting methodologies.

Responsibilities

• Lead a team to resolve 95% of client technical issues within SLAs.
• Develop support strategies and monitor key performance metrics.
• Conduct trend analysis to improve client experience and reduce escalations.

Skills

Direct people management

Customer service orientation

Problem-solving abilities

Leadership skills

Education

Bachelor's degree in a relevant field

Tools

Jira

Microsoft CRM

Job description

A leading executive search firm is seeking a Software Support Engineer Manager to oversee a team ensuring efficient customer support for a cloud-based SaaS platform. The role focuses on driving technical issue resolution, enhancing team capabilities, and maintaining high customer satisfaction levels. Key responsibilities include tracking metrics, mentoring support staff, and implementing process enhancements to improve service delivery. The ideal candidate has strong leadership skills and relevant experience in software support management.