Customer Support Manager-b2b Saas (us Shift)

SocialPilot

Remote
Remote
B2b saas customer support
Email, chat, and voice channels
Ticket management and escalation
SocialPilot is seeking a Customer Support Manager for their B2B SaaS platform to oversee customer success during the US shift. The ideal candidate will have extensive experience in customer support, particularly in a SaaS environment, and will be responsible for ensuring high-quality service and team performance

Job Summary

  • Ensure consistent, high-quality customer support across email, chat, and voice channels by maintaining support standards and guidelines.
  • Monitor team performance, KPIs, SLAs, CSAT, and quality metrics, and develop, document and improve support processes, workflows, and knowledge base.
  • SocialPilot offers complete transparency on strategy, business metrics, and key performance indicators, along with a profit-sharing plan and a unique staycation benefit.

Matching Summary

Match Score: 85

SocialPilot is seeking a Customer Support Manager for their B2B SaaS platform to oversee customer success during the US shift. The ideal candidate will have extensive experience in customer support, particularly in a SaaS environment, and will be responsible for ensuring high-quality service and team performance.

Skills & Requirements

Must-have

  • B2B SaaS customer support
  • email, chat, and voice channels
  • ticket management and escalation
  • monitoring team performance KPIs
  • developing support processes

Nice-to-have

  • customer success focus
  • collaboration with internal teams
  • ownership and accountability
  • nimbleness and adaptability

Key Requirements

  • 8 years of experience in customer support
  • 3+ years of experience managing a team
  • Excellent written and verbal English communication
  • Hands-on experience handling support tickets
  • Strong working knowledge of support systems

Work Rights

Not specified

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