Technical Customer Support Manager (SaaS)

TL;DR

Technical Customer Support Manager (SaaS): Leading a North American Support Team, you'll deliver exceptional customer experiences and drive operational efficiency for a salon management software company with an accent on metrics, performance, and team growth. Focus on coaching and developing support agents, managing escalations, and partnering with global stakeholders to improve service quality at scale.

Location: Remote within USA (Florida, New Jersey, New York, Pennsylvania and Massachusetts)

Company

Phorest powers 11,000 hair and beauty salons using our software across the globe.

What you will do

• Lead, coach, and develop a high-performing team of support agents, ensuring they meet and exceed KPIs with a focus on customer satisfaction.
• Manage critical escalations, acting as the regional point of contact and collaborating with global teams.
• Monitor team capacity and proactively plan hiring needs in partnership with Talent.
• Onboard new hires and drive continuous learning through training and development initiatives.
• Act as a subject matter expert on salon management software, supporting both team members and customers.
• Provide regular insights to senior leadership on performance, trends, and opportunities for improvement.

Requirements

• 5+ years of experience in a technical support team that serves external customers, preferably in a SaaS environment.
• 5+ years of direct customer-facing experience.
• 3+ years of experience managing a technical team of 10+ people in a support function.
• Strong knowledge of both Mac and Windows operating systems.
• Experience working with small business owners and a passion for helping them succeed.
• Proficiency with Zendesk, Slack, Jira, and Notion.

Nice to have

• Experience collaborating with Product & Development teams.
• Background in internal training and team development.

Culture & Benefits

• Private healthcare, 2 Wellness Days, and an employee assistance program are provided.
• Financial wellbeing benefits include competitive compensation, an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection.
• Support for travel with a bike to work scheme and tax saver transport tickets.
• Support for women with 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause.
• Enhanced Maternity and Paternity Benefits.
• Extensive learning environment and development opportunities, including development programs and access to online resources like LinkedIn learning.