Senior Manager, Customer Support

TL;DR

Senior Manager, Customer Support (SaaS/HR): Lead and develop a team of support managers overseeing 24/7 advocate teams for admin and worksite employee support with an accent on scaling operations, maintaining SLAs, and leveraging AI/automation. Focus on driving performance across distributed teams, using data insights for improvements, and partnering cross-functionally to resolve customer pain points.

Location: New York, NY (hybrid; remote teams across the US)

Salary: $140,000–$161,000 per year

Company

SaaS platform helping businesses manage HR, payroll, and benefits to focus on core operations.

What you will do

• Lead and develop Support Managers for Customer Support Advocates handling admin and employee needs.
• Drive 24/7 performance, coverage, and quality across in-office, remote, overnight, and weekend teams.
• Scale structures, processes, and staffing to support growth while upholding SLAs.
• Build with AI, automation, and tools to address operational challenges.
• Hire, coach, retain leaders, and use data/customer insights to enhance service.
• Partner cross-functionally to surface issues, influence improvements, and handle high-impact moments.

Requirements

• 5+ years leading support teams in fast-paced, startup, or SaaS environments
• Experience with distributed, multi-shift, 24/7 teams and scaling while maintaining SLAs
• Managing managers with success in developing leaders
• Strong operational/analytical skills using metrics and insights
• Comfort with AI, automation, workflow tools (e.g., GPT, no-code platforms)
• Cross-functional partnership, communication, coaching skills
• Hands-on with CX tools (Zendesk, Salesforce Service Cloud, Talkdesk)

Nice to have

• Experience in payroll, benefits, PEO, or HRIS

Culture & Benefits

• People-first environment with great benefits, wellness programs, retreats.
• Supportive, entrepreneurial culture focused on values: Camaraderie, Openness, Grit, Integrity, Simplicity.
• Data-driven iteration, inclusive high-performing teams, psychological safety.
• Total rewards including perks; visit careers page for details.