Manager, Customer Support AMER

📋 Description

• Lead and develop a mixed team of CSRs (Tier 2) and TSEs (Tier 3) in Austin, including coaching
• Oversee Tier 1 outsourced delivery for AMER time zones, ensure quality and clear escalation paths
• Handle escalations for complex or sensitive cases; be a point of escalation for the team
• Partner with Customer Success, Sales, and Professional Services on strategic accounts; provide
• Collaborate with Tier 4 escalations and incident response to define escalation handoffs
• Work cross-functionally with Support Excellence, Product, and Engineering to align on customer needs

🎯 Requirements

• 5+ years in customer-facing roles in tech, ideally SaaS
• 2+ years of people management experience (5-15 ICs)
• Experience with outsourced/BPO support teams is a plus
• Strong analytical mindset; data-driven decision making
• Excellent coaching and feedback skills
• Servant leadership style; invest in team success

🎁 Benefits

• Global benefits package including equity, wellbeing benefit, WFH equipment allowance, and Learning
• Location-specific benefits may vary