Customer Support Manager-B2B Saas

📋 Description

• Ensure consistent, high-quality customer support across email, chat, and voice channels.
• Establish, maintain, and improve support standards, guidelines, and service expectations.
• Act as the primary escalation point for complex or sensitive customer issues and drive timely
• Monitor team performance, KPIs, SLAs, CSAT, quality metrics, and other indicators of support
• Identify opportunities to improve support workflows, processes, documentation, and knowledge base
• Collaborate closely with Product, Engineering, and other internal teams to resolve customer issues

🎯 Requirements

• 8+ years of customer support experience within a B2B SaaS environment.
• 3+ years of experience managing or leading a customer support team.
• Hands-on experience providing customer support through email, chat, and voice channels.
• Excellent written and verbal English communication skills.
• Strong experience with support platforms such as Help Scout, Zendesk, or similar systems.
• Solid understanding of ticket management, escalation processes, SLAs, CSAT, and customer

🎁 Benefits

• Remote work environment.
• Flexible and autonomous working culture with minimal micromanagement.
• Best-in-class health and medical benefits.
• Profit-sharing opportunities for high-performing employees.
• Personal learning and professional development resources.
• Ability to create a personalized learning plan supported by organizational resources.