Manager, Business Support (SaaS)

TL;DR

Manager, Business Support (SaaS): Leading a B2B support team to deliver service experiences across a technology product ecosystem with an accent on inventory management and operational troubleshooting. Focus on improving partner loyalty, optimizing customer workflows, and fostering a high-performance service culture.

Location: Hybrid (Must be based in Orlando, FL with in-office collaboration Monday through Thursday); availability to work evenings and weekends is required.

Company

A leading media and technology company managing iconic brands in news, sports, and entertainment, including GolfNow and GolfPass.

What you will do

• Lead and develop a team of Business Support Specialists focusing on inventory, website, and implementation support.
• Drive a high-performance service culture rooted in quality, accountability, and customer satisfaction (NPS).
• Collaborate cross-functionally with product, engineering, and operations to enhance product usability and customer workflows.
• Establish operational metrics and performance expectations to identify and act on improvement opportunities.
• Recruit, onboard, and mentor talent to foster career growth within the organization.
• Develop scalable processes to improve both the customer experience and internal team efficiency.

Requirements

• 2+ years of people leadership experience in customer support, SaaS, or B2B operational environments.
• Strong organizational and problem-solving skills for managing competing priorities in fast-paced environments.
• Experience leading customer-facing teams with a focus on service quality and operational metrics.
• Excellent written and verbal communication skills to build trust across teams and customers.
• Proficiency with Salesforce, Microsoft Office Suite, or Confluence.
• Must be based in or able to commute to the Orlando, FL office Monday-Thursday.

Nice to have

• Knowledge of golf operations or sports technology products.

Culture & Benefits

• Collaborative, team-oriented culture focused on innovation and continuous learning.
• Opportunity to work with industry-leading sports brands like GolfNow and GolfPass.
• Hybrid work environment designed to support both flexibility and meaningful in-person collaboration.
• Competitive compensation and comprehensive benefits package supporting well-being and growth.