Senior Manager, Customer Support

About the role

This position reports directly to the Director, Customer Support. The Senior Manager of Customer Support oversees Customer Support professionals to provide high-quality engagement activities and best-in-class support for NAVEX's customers post-product implementation.

Responsibilities

• Coach and develop a team of Customer Support Specialists to achieve key performance metrics
• Collect and report metrics specific to team’s performance
• Focus on customer satisfaction and retention in alignment with defined metric targets
• Evaluate and seek to understand the customer satisfaction influencers and ensure teams have the tools, training and processes to deliver a superior customer experience
• Serve as a point of escalation for customer issues
• Ensure teams deliver on key metrics
• Identify and implement enhancements to existing internal processes and procedures
• Hire, lead, and mentor Support professionals fostering a culture of customer advocacy, accountability, continuous improvement and retention
• Collaborate closely with Product, Engineering, Customer Success, Implementation, and Sales teams

Requirements

5+ years of experience in customer support, service delivery, or related customer-facing leadership roles

3+ years of experience leading and developing a high-performing team in customer relationship roles in a SaaS or technology environment

Strong operational management, process optimization, and analytical skills

Demonstrated ability to effectively manage multiple projects simultaneously, including developing objectives, prioritizing responsibilities, delegating tasks, executing deliverables and tracking and measuring projects to successful completion

Familiarity with support systems (Salesforce, Gainsight, or similar)

The ability to plan, direct and own strategic initiatives with minimal management supervision

High level of attention to detail, excellent follow through and reliability

Qualifications

Culture Agility: Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through

AI Readiness: Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes

Fuel performance and outcomes: Leverage your job competencies and champion NAVEX’s core values

Skills

Customer Relationship Management

Team Leadership

Process Optimization

Operational Management

Project Management

Benefits

Meaningful Purpose: Your work helps organizations operate with integrity and protect their people—at a scale few companies can match

High-Performance Environment: We move with urgency, set ambitious goals, and expect excellence

Candid, Supportive Culture: We communicate openly, challenge ideas-not people-and value teammates who embrace bold thinking and continuous improvement

Growth That Matters: You can count on authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth

Rewards for Results: We provide clear, competitive compensation designed to recognize measurable outcomes and real impact

Pay

$125,000 per annum with a 10% MBO

Schedule

Hybrid