Technical Customer Service Manager

Job Opportunity: Customer Support Manager (Remote/Hybrid) Are you ready to make an impact with a leading SaaS company? We are seeking a dynamic Customer Support Manager to join our forward-thinking team. You'll play a pivotal role in enhancing customer satisfaction and streamlining support processes, all while fostering a proactive learning environment. About Us: Our client is an award-winning SaaS company with a mission to revolutionize the industry they serve through automation and data-driven insights. They are bootstrapped, profitable, and deeply committed to our vision. Having won the Culture 100 Award, reflecting their dedication to an innovative, collaborative, and fulfilling workplace culture. Key Responsibilities: Develop and implement a comprehensive customer support strategy aligned with company goals. Improve team efficiency and operational success through process enhancements and new tools. Lead efforts to boost customer satisfaction and exceed SLA targets. Cultivate a customer-centric approach and prompt problem-solving mindset. Promote continuous learning of product knowledge and soft skills within the team. Collaborate across teams to refine priorities and deliver customer insights. Build and scale a proficient support team, focusing on ownership and accountability. Monitor success during onboarding and maintain ISO processes for continuous improvement. Keep stakeholders informed on project progress and department metrics. Engage the team through strong relationships and constructive feedback. You're a great fit if you: Have over 3 years of experience managing a support team for a SaaS application. Bring a track record of significant impact and immediate contribution to strategic goals. Are a technology enthusiast with a knack for learning new software. Excel in data-driven approaches, goal setting, and communication. Possess a creative, entrepreneurial mindset and a desire to help grow the business. Bonus Points for: Experience with Jira Service Desk, Slack, Hubspot AI knowledge bot usage and contribution