Manager, Customer Support

Requisitos

• Leadership Background: Demonstrated experience managing and mentoring technical support teams, preferably within a high-growth B2B SaaS e..
• People & Culture Champion: Proven track record in talent recruitment, onboarding, performance management, and cultivating a collaborative..
• Escalation & Case Management: Deep expertise in handling critical, time-sensitive technical escalations, with in-depth knowledge of case..
• Metrics & Process Driven: Solid understanding of core support KPIs (CSAT, CES, time to resolution) and experience standardizing support w..
• Tools & Systems: Proficiency with ticketing and CRM platforms (e.g., Salesforce, Zendesk)