Customer Support Manager

Job summary

Lead and develop a high-performing customer support team while overseeing daily operations and ticket queues. Coordinate operational activities across cross-functional teams to ensure exceptional service delivery and consistent customer experience.

Job details

About the role The Customer Support Manager is responsible for leading the day-to-day operations of the Customer Support team, ensuring exceptional service delivery, operational excellence, and a consistent customer experience across the PureFacts Compensation Applications portfolio. This role focuses on coaching and developing a high-performing team, managing customer support operations, driving service quality, and partnering with cross-functional teams to resolve customer issues efficiently. The Customer Support Manager serves as the operational leader for the support organization, ensuring customers receive timely, professional, and proactive support while continuously improving team performance and support processes. What you'll do Team Leadership & Development * Lead, coach, mentor, and develop a team of Customer Support Analysts (including one overnight Analyst) * Conduct regular one-on-one meetings, performance reviews, and career development discussions. * Support hiring, onboarding, and training of new team members. * Foster a collaborative, accountable, and customer-focused culture. * Balance workloads and ensure appropriate coverage across support shifts. * Promote knowledge sharing and continuous learning within the team. Customer Support Operations * Oversee daily support operations and ticket queues, directly handling escalations as needed (including overnight escalations). * Monitor SLA performance, backlog health, response times, and customer satisfaction. * Manage customer escalations and coordinate timely resolution with internal teams. * Ensure consistent and proactive customer communication throughout the support lifecycle. * Identify recurring issues and drive operational improvements. * Monitor operational metrics and use data to improve team performance. Customer Experience * Build trusted relationships with customers through professionalism, responsiveness, and transparency. * Participate in customer operational reviews and escalation meetings as needed. * Partner with Customer Success Managers to provide a seamless customer experience. * Advocate for customer operational needs while maintaining alignment with company processes and priorities. Operational Coordination Coordinate customer operational activities including: * Production readiness activities * Customer onboarding support * Environment readiness coordination * Release readiness validation * Customer testing coordination * Operational risk identification * Follow-up and issue tracking Partner with Product, Engineering, DevOps, Professional Services, and Customer Success to ensure operational activities are completed successfully. Note: The Customer Support Manager coordinates these activities but is not responsible for implementation or project ownership. Cross-Functional Collaboration Work closely with: * Product Management * Engineering * DevOps * Professional Services * Customer Success * Information Technology * Security to resolve customer issues, improve support processes, and deliver an exceptional customer experience. Continuous Improvement * Identify opportunities to improve support processes and customer experience. * Contribute to knowledge base improvements and internal documentation. * Support adoption of new tools, automation, and AI-enabled workflows that improve support efficiency. * Recommend operational improvements based on customer feedback and support trends. Qualifications * 5+ years supporting enterprise SaaS or enterprise software applications. * 3+ years leading technical or customer support teams. * Experience managing customer escalations and SLA-driven support environments. * Strong communication, coaching, and organizational skills. * Experience collaborating with Product, Engineering, Professional Services, and Customer Success. * Strong analytical and problem-solving skills. * Ability to manage multiple priorities in a fast-paced environment. Preferred * Financial Services or Wealth Management experience. * SQL troubleshooting experience. * Experience supporting cloud-based applications. Success Measures The Customer Support Manager will be measured by: * SLA attainment * Customer Satisfaction (CSAT) * Ticket backlog health * Escalation management * Team engagement and retention * Analyst development * Operational efficiency * Knowledge sharing and documentation quality * Continuous improvement initiatives * Cross-functional collaboration Use of AI in our Hiring Process: We are committed to a fair and transparent hiring process. As part of our recruitment practices, we may use artificial intelligence (AI)–based tools. Our tool is designed to assess role-related qualifications in a consistent way and is always used together with human review and decision-making. If you have any questions or concerns about the use of AI in our hiring process, or if you would prefer an alternative assessment method, please let us know and we will be happy to accommodate.

What you’ll do

Lead and develop a high-performing customer support team while overseeing daily operations and ticket queues. Coordinate operational activities across cross-functional teams to ensure exceptional service delivery and consistent customer experience.

Requirements

Requires over 5 years of experience supporting enterprise SaaS applications and at least 3 years of leadership experience. Strong communication and analytical skills are essential, with a preference for financial services or wealth management experience.

Listed skills

• Team Leadership · Preferred
• Cross-Functional Collaboration · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Team Leadership
• Customer Support Operations
• Escalation Management
• SLA Monitoring
• Coaching and Mentoring
• Cross-functional Collaboration
• Analytical Problem Solving
• Operational Coordination
• Customer Experience Management
• SQL Troubleshooting
• SaaS Support
• Performance Management
• Cross-Functional Collaboration
• Continuous Development
• Operational Efficiency
• Customer Success Management
• Professionalism
• IT Security
• Workflow Management
• Organizational Skills
• Production Readiness
• Client Onboarding
• Artificial Intelligence
• Automation
• Customer Support
• Customer Service
• Software As A Service (SaaS)
• Communication
• Continuous Improvement Process
• Customer Advocacy
• Customer Communications Management
• DevOps
• Financial Services
• Leadership
• Internal Documentation
• Problem Solving
• Employee Onboarding
• Operational Risk
• Operational Excellence
• Operations
• Performance Review
• Wealth Management
• Product Engineering
• Product Management
• Relationship Building
• Coaching
• SQL (Programming Language)
• Team Performance Management
• Troubleshooting (Problem Solving)
• Coordinating

Job areas

• Customer Service & Support
• Management & Leadership
• Technology
• Software
• Finance & Accounting
• Customer Support Manager
• Technical Support Manager / Supervisor
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

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