Senior SaaS Support Desk Lead

Bg Prevent; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

Bg Prevent seeks a Customer Success Support Manager to lead the Support Desk for Managed Care and Community-Based technology clients in the United States. The role oversees ticket operations, performance metrics, and escalation handling using Jira Service Management, partnering with Product, Engineering, and Customer Success to deliver excellent service.

This position requires a customer-focused leader capable of balancing strategic planning with hands-on execution in a fast-growing health-tech

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years of experience in SaaS customer support, technical support, customer success operations, or service desk management.
• 2+ years of experience leading or managing customer support teams.
• Strong experience working with Jira Service Management or similar help desk platforms.
• Proven ability to manage support operations and service delivery metrics.

Responsibilities

• Lead and manage the day-to-day support desk operations, ensuring timely, high-quality support across all client technology plans.
• Own support performance, including response times, resolution times, SLA compliance, and overall service quality.
• Serve as the escalation point for the Support team for customer issues and critical incidents.
• Independently investigate, troubleshoot, and resolve complex customer and application issues, using strong problem-solving and technical skills to minimize unnecessary escalations to Product and Engineering.
• Monitor support workload, ticket trends, and operational metrics to ensure efficient service delivery.
• Optimize Jira Service Management for the support function.
• Develop and maintain dashboards, reports, and KPIs to measure and analyze support performance and identify opportunities for improvement.
• Partner with Product, Engineering, Customer Success, and Implementation teams to resolve customer issues and improve the overall customer experience.
• Build, maintain, and refine support SOPs, internal documentation, and customer-facing Knowledge Center content.
• Lead initiatives focused on process automation, workflow optimization, and operational efficiency.

Skills

SaaS customer support

Customer success operations

Service desk management

Team leadership

Data-driven decisions

Education

Bachelor's degree

Tools

Jira Service Management

Job description

Bg Prevent seeks a Customer Success Support Manager to lead the Support Desk for Managed Care and Community-Based technology clients in the United States. The role oversees ticket operations, performance metrics, and escalation handling using Jira Service Management, partnering with Product, Engineering, and Customer Success to deliver excellent service.

This position requires a customer-focused leader capable of balancing strategic planning with hands-on execution in a fast-growing health-tech