Manager, Customer Support

About This Opportunity

We are representing a confidential SaaS organization seeking a Manager, Customer Support to join their team. This is a fully remote position based in the United States, reporting to senior support leadership. Our client is looking for someone who combines strong people leadership with operational discipline—someone who understands that excellent customer support requires both empathy and systems thinking.

As the support manager, you'll own the day-to-day health of the support operation, ensuring customers receive timely and high-quality assistance while coaching and developing your team of support specialists. You'll balance immediate needs with longer-term improvements, using data to drive decisions and collaborating cross-functionally to scale impact.

Responsibilities

• Own daily and weekly performance across support channels including email, chat, and phone—monitoring wait times, backlog, resolution quality, and customer sentiment
• Actively manage capacity, volume, and priorities, anticipating issues before they appear in dashboards
• Ensure customers receive clear, accurate, and empathetic support during both routine and high-pressure periods
• Use data to identify and communicate trends, risks, and opportunities—not just report metrics
• Lead, coach, and develop a team of support specialists with focus on accountability, growth, and confidence
• Set clear expectations and provide timely feedback, recognizing strong performance and addressing gaps early
• Foster a culture of ownership, curiosity, and customer empathy within your team
• Partner with support operations, enablement, and knowledge teams to adopt and improve AI-assisted support tools
• Maintain high-quality workflows that balance speed, accuracy, and customer experience
• Translate customer feedback into actionable insights for stakeholders
• Communicate clearly and confidently with partners at multiple levels

What We're Looking For

Required Experience and Skills:

• 3+ years managing teams within a customer support environment with demonstrated success driving performance and engagement
• Proven ability to coach and mentor early-career professionals, helping them develop skills, confidence, and accountability
• Strong communication skills with ability to keep stakeholders aligned and informed
• Proactive ownership mindset—you identify potential issues early and bring solutions, not just problems
• Ability to lead with urgency during peak periods, simplifying complexity and maintaining team focus
• Track record of setting clear expectations and delivering direct, timely, constructive feedback
• Data-driven judgment—you use metrics to inform decisions while understanding the context behind the numbers
• Bias toward action balanced with judgment about when to consider long-term tradeoffs
• Systems thinking approach to scaling support operations without sacrificing quality

Preferred but Not Required:

• Experience supporting SaaS products
• Exposure to AI-powered support tools or automation platforms
• Comfort partnering cross-functionally with product, engineering, and customer-facing teams
• Experience leading teams through organizational change or growth periods

How We Work With You

When you apply through Get A Job.ai, our talent team will review your background and conduct an initial screening. If there's a strong match, we'll submit your profile to our client for consideration. Throughout the process, we'll serve as your advocate and main point of contact.

Please apply exclusively through Get A Job.ai. Do not attempt to contact the client directly, as this may disqualify your application.

Employment Details

This is a permanent, full-time, fully remote position available to candidates located in the United States. The role does not offer visa sponsorship or relocation assistance.

Benefits include: Generous health, vision, and dental insurance; 20 PTO days plus 3 flex days, 4 optional volunteer days, and 12 paid holidays; paid parental leave; 401k with employer match; home office equipment provided.

Get A Job.ai is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.