About the role
Who you are
- 5+ years of experience managing customer support or success teams, preferably in SaaS
- Proven track record of building, scaling, and developing high-performing teams
- Strong leadership, coaching, and communication skills with a customer-first mindset
- Data-driven with experience defining and analyzing support KPIs
- Highly organized with the ability to prioritize, delegate, and thrive in a fast-paced environment
- Familiarity with help desk systems, CRM tools, and knowledge base management like Zendesk, Intercom, Notion etc
What the job involves
- We are looking for a Customer Support Manager to lead and develop our growing Customer Support team globally. You will be responsible for driving operational excellence in our support function, ensuring world-class customer experiences, and enabling your team to thrive in a high-growth, fast-paced environment
- Lead, coach, and mentor a team of Customer Support Representatives to deliver high-quality, efficient, and empathetic support
- Define and track KPIs for support performance, ensuring quick response and resolution times, and high customer satisfaction
- Partner with Product, Sales, and Customer Success teams to escalate feedback, prioritize feature requests, and advocate for customers
- Implement and optimize processes, tools, and workflows to improve team efficiency and the customer journey
- Manage workforce planning, scheduling, and training to support a 24/7, global customer base
- Provide hands-on support for escalated customer issues and drive continuous improvement initiatives across the support organization
About MaintainX
MaintainX is the leading maintenance and work execution software, designed specifically for industrial and frontline teams. We help companies streamline maintenance operations, improve asset management, and empower workers—all while delivering insights that can improve your bottom line. As a mobile-first platform, MaintainX delivers a modern, IoT-enabled solution for maintenance, reliability, and operations teams trusted by over 8k companies worldwide.
If you’re looking for an AI-enabled CMMS solution that’s easy to use and implement, look no further. The MaintainX platform manages millions of work orders and assets, and is used by more than 500K frontline professionals globally. We help customers reduce unplanned downtime and increase asset availability, while meeting complex compliance needs and keeping workers safe.
Ready to ditch the clipboard? Here's what we can help your team digitize:
-Maintenance Work Orders -Preventive Maintenance -Safety Procedures -Safety and Environmental Audits -Multi-site Reporting -IoT & ERP Integrations -Auditing/Inspection Workflows -Training Checklists -Parts Order Management & Vendor Connections
We’re proud to serve some of the world’s largest brands, including Duracell, AB InBev, Univar, Cintas, McDonalds, Titan America, and many more.
To learn more, please visit www.maintainx.com
About the role
Who you are
- 5+ years of experience managing customer support or success teams, preferably in SaaS
- Proven track record of building, scaling, and developing high-performing teams
- Strong leadership, coaching, and communication skills with a customer-first mindset
- Data-driven with experience defining and analyzing support KPIs
- Highly organized with the ability to prioritize, delegate, and thrive in a fast-paced environment
- Familiarity with help desk systems, CRM tools, and knowledge base management like Zendesk, Intercom, Notion etc
What the job involves
- We are looking for a Customer Support Manager to lead and develop our growing Customer Support team globally. You will be responsible for driving operational excellence in our support function, ensuring world-class customer experiences, and enabling your team to thrive in a high-growth, fast-paced environment
- Lead, coach, and mentor a team of Customer Support Representatives to deliver high-quality, efficient, and empathetic support
- Define and track KPIs for support performance, ensuring quick response and resolution times, and high customer satisfaction
- Partner with Product, Sales, and Customer Success teams to escalate feedback, prioritize feature requests, and advocate for customers
- Implement and optimize processes, tools, and workflows to improve team efficiency and the customer journey
- Manage workforce planning, scheduling, and training to support a 24/7, global customer base
- Provide hands-on support for escalated customer issues and drive continuous improvement initiatives across the support organization
About MaintainX
MaintainX is the leading maintenance and work execution software, designed specifically for industrial and frontline teams. We help companies streamline maintenance operations, improve asset management, and empower workers—all while delivering insights that can improve your bottom line. As a mobile-first platform, MaintainX delivers a modern, IoT-enabled solution for maintenance, reliability, and operations teams trusted by over 8k companies worldwide.
If you’re looking for an AI-enabled CMMS solution that’s easy to use and implement, look no further. The MaintainX platform manages millions of work orders and assets, and is used by more than 500K frontline professionals globally. We help customers reduce unplanned downtime and increase asset availability, while meeting complex compliance needs and keeping workers safe.
Ready to ditch the clipboard? Here's what we can help your team digitize:
-Maintenance Work Orders -Preventive Maintenance -Safety Procedures -Safety and Environmental Audits -Multi-site Reporting -IoT & ERP Integrations -Auditing/Inspection Workflows -Training Checklists -Parts Order Management & Vendor Connections
We’re proud to serve some of the world’s largest brands, including Duracell, AB InBev, Univar, Cintas, McDonalds, Titan America, and many more.
To learn more, please visit www.maintainx.com