Senior Support Manager, SaaS Operations

Eptura, Inc; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K with company match

Flexible PTO

Job summary

Eptura, Inc. is seeking a Manager, Support to lead a global team delivering timely, high-quality technical support for our SaaS customers. The role emphasizes accountability, coaching, and continuous improvement across the support experience.

The ideal candidate balances empathy with execution, uses metrics and customer feedback to raise performance, and collaborates with Product, Engineering, and Customer Success to resolve issues and improve customer outcomes. U.S.

Qualifications

• 5+ years of experience in customer support, technical support, customer operations, or a related customer-facing function.
• 3+ years of experience leading, coaching, or directly managing support professionals.
• Experience working in a SaaS, technology, software, or technical support environment.
• Strong understanding of support operations, ticketing workflows, escalation management, service-level expectations, case quality, and customer communication.

Responsibilities

• Lead, coach, and develop a team of Support professionals, ensuring each member has clear goals and development plans.
• Conduct regular one-on-ones, performance check-ins, team meetings, case reviews, and coaching sessions.
• Set clear expectations for ownership, responsiveness, professionalism, quality, documentation, and customer communication.
• Support hiring, onboarding, training, performance management, and ongoing development of Support team members.
• Build a culture rooted in accountability, curiosity, collaboration, and continuous learning.
• Oversee day-to-day support operations to ensure issues are resolved within SLAs.
• Monitor key support metrics and identify trends for improvement.
• Drive root cause analysis and sustainable corrective actions.
• Collaborate with Product, Engineering, Customer Success, and others to resolve issues.
• Advocate for customers by identifying recurring issues and process improvements.

Skills

Leadership

Coaching

Data-driven

Customer focus

SaaS support operations

Tools

Salesforce Service Cloud

Jira

Gainsight

Intercom

Freshdesk

Job description

Eptura, Inc. is seeking a Manager, Support to lead a global team delivering timely, high-quality technical support for our SaaS customers. The role emphasizes accountability, coaching, and continuous improvement across the support experience.

The ideal candidate balances empathy with execution, uses metrics and customer feedback to raise performance, and collaborates with Product, Engineering, and Customer Success to resolve issues and improve customer outcomes. U.S.