Senior Customer Support Manager — Lead a high-growth SaaS team

TicketManager; Mesa (AZ); On-site; USD 100,000 - 135,000; Full time

Benefits offered by this job

401(k) with company match

Medical, Dental, Vision & Chiropractic

Unlimited PTO

In-office culture with catered lunches

Job summary

TicketManager is seeking a Senior Manager, Customer Support in Mesa, AZ to own day-to-day performance and operational effectiveness of our Support organization across general, enhanced, and premium/dedicated support. You will coach the team, manage escalations, and partner with Product and Engineering to resolve systemic issues.

This role requires 7-10+ years in customer support, a Bachelor's degree, and strong leadership in a SaaS environment; Jira/Confluence experience is preferred.

Qualifications

• Bachelor's degree required.
• 7-10+ years in customer support/service.
• Experience leading a team in a fast-paced SaaS environment.
• Experience with Jira and Confluence for project and knowledge management.

Responsibilities

• Lead, coach, develop, and hold the Customer Support organization accountable with clear performance levels.
• Manage staffing, workloads, escalations, and KPI tracking (SLA, CSAT, response time).
• Own relationships with cross-functional teams (Product, Engineering, People Ops).
• Serve as escalation point for high-impact customer issues and trends.
• Drive quality, training, and knowledge management across Support.
• Identify automation or self-service opportunities to scale the org.

Skills

Bachelor's degree

7-10+ years experience

Team leadership

SaaS experience

Jira

Confluence

Data-driven

Education

Bachelor's degree

Tools

Jira

Confluence

Job description

TicketManager is seeking a Senior Manager, Customer Support in Mesa, AZ to own day-to-day performance and operational effectiveness of our Support organization across general, enhanced, and premium/dedicated support. You will coach the team, manage escalations, and partner with Product and Engineering to resolve systemic issues.

This role requires 7-10+ years in customer support, a Bachelor's degree, and strong leadership in a SaaS environment; Jira/Confluence experience is preferred.