Senior Manager, Global Customer Support

About the Role:
As a Senior Customer Support Manager, you will lead a high-performing team responsible for delivering "white-glove," proactive support experiences to our enterprise SaaS customers. Your emphasis will be on operational excellence, leveraging advanced customer support tools and data analysis to drive strategic initiatives and ensure customer satisfaction, retention, and success.

In this role you will...

• Team Leadership:
  Manage, mentor, coach a team of support professionals, fostering growth, engagement, and accountability. Set clear goals, monitor performance, and ensure high-quality, timely customer interactions.

• Operational Excellence:
  Take ownership of support operations for enterprise customers, developing and optimizing workflows and processes using cutting-edge SaaS support tools (e.g. AI-based automation, omnichannel communications, Self-service knowledge bases, CRM and Customer experience analytics)

• White Glove & Proactive Support:
  Continuous improvement to existing "best in class" customer support package that exceed expectations for enterprise customers, focusing on proactive engagement, personalized solutions, and superior issue resolution.

• Data-Driven Management:
  Gather, analyze, and report on critical support metrics: CSAT, NPS, first response time, resolution time, and more. Use data to drive continuous improvement, inform decisions, and demonstrate impact to leadership.

• Process Optimization:
  Evaluate new technologies, tools, and best practices in support operations; identify opportunities for automation and efficiency.

• Cross-functional Collaboration:
  Partner with product, engineering, account management, and sales teams to drive successful customer outcomes, fast-track issue resolution, and relay customer feedback for product improvements.

• Customer Advocacy:
  Serve as a trusted advisor and escalation point for enterprise customers, advocating on their behalf internally and ensuring their voices are heard.

• Bachelor's degree in a relevant field and/or role aligned experience required.

• 6+ years experience in customer support/operations roles, with at least 5 years leading teams in a SaaS environment.

• Demonstrated expertise in enterprise-level support and white glove services.

• Deep proficiency with customer support operational tools and CRM platforms.

• Proven track record in data analysis and using metrics to drive decisions.

• Experience designing and modeling customer support packages and service tiers for enterprise clients.

• Excellent communication, leadership, and stakeholder management skills.

• Ability to thrive in a fast-paced, customer-focused, and collaborative environment.