Manager, Customer Support

📋 Description

• Lead, mentor, and coach a high-performing support team, instilling a growth mindset and driving
• Monitor team performance and operational rigor, ensuring key support metrics (CSAT, CES, first
• Act as a critical escalation point for complex technical customer issues, driving root-cause
• Partner with global support leaders, Customer Success, Product, and Engineering across multiple
• Drive documentation accuracy, process standardization, and knowledge-centered support (KCS)

🎯 Requirements

• Demonstrated experience managing and mentoring technical support teams, preferably within a
• Proven track record in talent recruitment, onboarding, performance management, and cultivating a
• Deep expertise in handling critical, time-sensitive technical escalations, with in-depth knowledge
• Solid understanding of core support KPIs (CSAT, CES, time to resolution) and experience
• Proficiency with ticketing and CRM platforms (e.g., Salesforce, Zendesk).
• Exceptional verbal and written communication skills in English, with the ability to explain complex

🎁 Benefits

• Competitive compensation that may include equity
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive benefit plans covering medical, dental, vision, life, and disability
• Family services that include fertility benefits and equal paid parental leave
• Professional development supported by formal career pathing, learning platforms, and a yearly