Manager, Global Customer Support

TL;DR

Manager, Global Customer Support (SaaS): Leading and developing a team of Support Engineers to deliver exceptional technical support and customer service with an accent on cross-functional collaboration and process optimization. Focus on coaching team performance, relaying customer feedback to product/engineering, managing escalations, and implementing operational improvements.

Location: Remote, USA. Not eligible for visa sponsorship

Salary: $88,000 - $110,000 per year

Company

SaaS provider of data governance and intelligence platform serving enterprise customers.

What you will do

• Lead, coach, and mentor Support Engineers to deliver technical expertise and customer-centered service
• Partner with Sales, Customer Engineering, Product, and Engineering teams to relay feedback and manage handoffs
• Develop strategies to meet team and individual performance goals
• Foster collaborative team environment with knowledge sharing and professional development
• Identify and implement process improvements for service efficiency
• Manage support activities including new offerings, launches, and operational readiness

Requirements

• Demonstrated success leading global or regional technical support team in SaaS/enterprise software
• In-depth knowledge of technical concepts and ability to communicate clearly to non-technical audiences
• Strong understanding of customer lifecycle, escalations, and success metrics
• Excellent communication, interpersonal, and coaching skills
• Bachelor’s degree or equivalent experience
• Position not eligible for visa sponsorship

Culture & Benefits

• Competitive total rewards including bonus potential, equity, Flex Fund stipend
• Health coverage, pension/401k plans, flexible benefits for diverse needs
• Focus on inclusion, belonging, diversity, equity, and equal opportunity
• Support for work-life balance through flexible time off and accommodations