Senior Manager of Customer Support

Key Responsibilities

• Support Operations Leadership
• Develop and execute the strategic vision for Customer Support and Helpdesk operations
• Lead, mentor, and develop Support Specialists
• Establish scalable support processes that focus on speed to resolution
• Manage multi-channel customer support operations including: Live Chat, Ticketing System, Email Support, Customer Escalations, Self-Service Resources
• Monitor and improve key customer satisfaction metrics, including: NPS, First Response Time, Resolution Time, SLA Compliance
• Serve as the point of contact for high-priority customer escalations, personally addressing issues as needed
• Collaborate with Customer Success teams to reduce customer churn and improve adoption

Team Development & Performance

• Recruit, onboard, coach, and retain top-tier support talent
• Establish clear performance expectations
• Foster a customer-first culture focused on accountability, empathy, and continuous improvement

Process Improvement & Automation

• Evaluate and optimize support workflows and ticket routing processes using Salesforce and Agentforce
• Partner with our AI Automation Engineer to implement automation, AI-assisted support tools, chatbots, and self-service capabilities using Claude and other tools
• Drive improvements in knowledge management and documentation
• Identify recurring customer issues and partner with Product and Engineering teams to eliminate root causes

Analytics & Reporting

• Develop dashboards and reporting frameworks for leadership visibility
• Analyze support trends and identify opportunities for operational improvements

Cross-Functional Collaboration

• Partner closely with: Engineering, Customer Success, Implementation Services
• Advocate for customer needs within the organization