Customer Support Senior Manager

A company is looking for a Senior Manager, Customer Support.

Key Responsibilities

Maintain best-in-class SLA's for customer support communication channels

Establish quarterly strategy and corresponding KPIs while monitoring team performance

Manage critical customer escalations and gather feedback to improve service quality

Required Qualifications

5+ years of experience in a leadership role overseeing customer support, preferably in a SaaS environment

Expertise in customer service operations and processes

Experience in leveraging AI tools to address customer needs

Proven success in establishing and analyzing processes for operational efficiency

Experience in recruiting, training, and promoting high-performing team members