Sr Technical Customer Support Manager

Rocketscout; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative tech startup is seeking a Senior Customer Support Manager to enhance customer experiences while promoting sustainability. In this dynamic role, you'll design efficient support workflows, resolve customer issues, and foster relationships that align with our mission of driving sustainable change. This position offers a unique opportunity to blend your passion for customer service with a commitment to environmental practices. Join a collaborative team dedicated to making a positive impact and thrive in a supportive, multicultural environment that values personal growth and sustainability.

Benefits

Equity Participation

Flexible Remote Work Options

Generous Vacation Days

Professional Development Budgets

Team Events and Offsites

Collaborative Company Culture

Qualifications

• 4+ years of customer support experience with a focus on sustainability.
• Proficiency in troubleshooting and basic technical skills in SaaS environments.

Responsibilities

• Design scalable workflows to enhance customer support efficiency.
• Resolve customer issues and manage escalations for urgent cases.
• Track performance metrics to optimize support processes.

Skills

Customer Support

Problem-Solving

Communication Skills

Technical Troubleshooting

Sustainability Practices

Job description

Customer Support Manager

About Us

Join an innovative and fast-growing tech startup dedicated to making a positive impact on the planet. Our mission is to empower businesses to embrace sustainability and transform how they operate, creating a better future for all. We are looking for a Senior Customer Support Manager with a passion for sustainability and a growth mindset to help build and scale our support function while delivering exceptional customer experiences.

In this role, you will play a key part in supporting customers as they adopt solutions designed to drive sustainable change. You’ll foster strong relationships, promote customer success, and contribute to the overall impact of our mission-driven business.

If you are motivated by the idea of combining your skills with purpose and thrive in a dynamic environment, we’d love to hear from you!

Your Mission
Deliver exceptional customer experiences by acting as the primary point of contact, driving product adoption, and building lasting customer relationships. Be a proactive advocate for the voice of the customer within the company while advancing our shared sustainability goals.

What You’ll Do

• Design and implement scalable workflows and processes to build an efficient customer support function.
• Resolve customer issues quickly and effectively, including managing escalations for urgent cases.
• Assist with onboarding and provide timely, high-quality responses to customer inquiries and support tickets.
• Support customers with product-related challenges, including technical troubleshooting and advice on sustainable practices.
• Track key performance metrics (e.g., resolution time, satisfaction) and optimise processes for continuous improvement.
• Collaborate cross-functionally to address product bugs, usability challenges, and customer feedback.
• Develop and maintain support documentation, FAQs, and training materials to empower customers with self-service resources.
• Strengthen customer relationships by providing tailored solutions that align with their sustainability objectives.

Who You Are

• 4+ years of experience in customer support, helpdesk, or a related role.
• Hands-on experience building or contributing to the early stages of a support function.
• Ownership mindset with a proven ability to take initiative and drive growth.
• Passionate about sustainability and delivering solutions that support environmentally conscious practices.
• Strong customer focus with a track record of delivering outstanding service.
• Proficiency with troubleshooting and basic technical skills; experience in SaaS environments is a plus.
• Excellent written and verbal communication skills, with the ability to explain complex concepts simply.
• Problem-solving mindset with a proactive approach to identifying and resolving challenges.
• Adaptable and resilient, capable of maintaining professionalism in a fast-paced environment.
• Fluency in English is required; additional languages are a bonus.
• Ability to manage multiple priorities effectively and meet deadlines.

What We Offer

• A competitive salary package, including equity participation opportunities.
• Flexible remote work options, with additional coworking or office budgets available.
• Generous vacation days and public holiday allowances.
• Annual professional development budgets and support for personal growth.
• Team events, offsites, and a collaborative company culture focused on growth and sustainability.
• A supportive, multicultural work environment with opportunities to contribute to a meaningful mission.

If you’re passionate about sustainability and ready to combine purpose with expertise, we’d love to hear from you!