Customer Service Manager (SaaS)

Location: Onsite at the Draper, Utah office, Monday through Friday.

Company

Builds SaaS technology for government and education organizations, supporting public-sector HR, compliance, and employee lifecycle workflows.

What you will do

• Manage, guide, and support the customer service team while maintaining high-quality service delivery.
• Collaborate with directors, executive sponsors, and cross-functional teams on process improvements, policies, training, team events, customer satisfaction, and service quality.
• Coach team members, identify skill gaps, and support career growth and development.
• Support customer escalations by helping customers and team members de-escalate issues and reach resolution.
• Collaborate on data analysis, forecast team hiring needs, and execute hiring plans.
• Build relationships across organizational units and contribute to a positive work environment and strong customer experiences.

Requirements

• Bachelor’s Degree or 5+ years of progressive experience in customer support, customer operations, customer success, client services, or program management in a customer-facing capacity.
• Experience successfully coaching team members both in person and remotely.
• Track record of sustaining positive work teams that deliver excellent customer service.
• Passion and empathy for customers and team members.
• Advanced proficiency in active listening and effective questioning.
• Excellent written and verbal communication skills, with the ability to facilitate and work cross-functionally.
• Excellent organizational skills and experience managing competing priorities.
• Experience working with co-located and remote teams.
• Advanced consultative, presentation, and relationship skills.
• Strong proficiency with office technology, including Google Suite, DialPad, and Salesforce.

Culture & Benefits

• Full-time employees receive medical, dental, and vision benefits from the first day.
• Generous paid time off, 401(k) matching, and 12 weeks of paid parental leave.
• Supportive leadership and autonomy to develop a career path.
• Company-provided lunches, a stocked kitchen, and an onsite gym at the Draper office.
• Inclusive and diverse work environment.

Hiring process

• The process may include AI screening for keywords and minimum qualifications, followed by recruiter review.
• Candidates must confirm unrestricted availability to work onsite in the Draper office Monday through Friday.
• Candidates are asked about visa sponsorship needs, relevant experience, direct people management, SaaS product support, and public-sector or government clients.