Senior Customer Support Manager

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

Key Responsibilities

Own and drive team performance metrics including CSAT, SLA achievement, and AI auto-resolution rates

Lead and develop a team of support professionals, focusing on skill enhancement and career growth

Manage cross-functional relationships to ensure seamless operations and communication between departments

Required Qualifications

Proven experience managing a customer support or customer-facing operations team

Track record of accountability in managing performance metrics

Experience leading teams through change and transitions

Strong cross-functional instincts, particularly with engineering and product teams

Comfort operating in a B2B SaaS environment; experience in construction finance or fintech is a plus