Customer Support Manager

At INE, we envision a world where businesses execute with more security, stability, confidence, and readiness. Our mission is to be the leader in creating technical experts to help businesses compete and thrive. INE is an award winning IT training platform which provides a hands‑on and immersive learning experience in Cybersecurity, Networking, Data Science and Cloud. For two decades, INE has been a trusted partner in the professional growth and certification of the brightest talent in IT - from individuals to fortune 500 organizations. Our Core Values are the compass that guide our personal and professional performance as we build something exceptional as ONE: Relationships Matter Pursue the Unknown Act as ONE About the Role INE is looking for a Customer Support Manager to lead and continuously improve our customer support operations. This role manages a small, high‑impact support team responsible for delivering technical and account support to a global SaaS customer base. The ideal candidate is a hands‑on manager who is comfortable balancing people leadership with day-to‑day execution. You’ll play a key role in maintaining support quality, optimizing Zendesk workflows, improving self‑service, and ensuring our customers receive timely, consistent, and effective support. What You’ll Do Manage, coach, and develop a centralized US based customer support team (approximately 3–5 team members). Foster a customer‑first, collaborative culture focused on continuous improvement. Set clear expectations aligned to support KPIs, SLAs, and quality standards. Serve as an escalation point for complex or high‑priority customer issues with a global client base. Lead by example via direct support for ticket queue escalations and high‑impact customer issues Support Operations Oversee daily support operations, including ticket routing, prioritization, and workload balancing. Ensure customer inquiries are resolved efficiently and accurately. Monitor ticket volume and trends to identify process improvements and resourcing needs. Knowledge Base & Automation Own day‑to‑day administration of Zendesk, including workflows, triggers, views, and macros. Build and maintain custom Zendesk reports and dashboards to support data‑driven decision‑making. Develop, organize, and continuously improve the customer Knowledge Base to increase self‑service and reduce ticket volume. Leverage available AI tools (e.g., Copilot, auto‑assist, AI agents) to improve response quality and team efficiency. Process Improvement & Quality Identify opportunities to streamline support processes and improve consistency. Contribute to quality review efforts through ticket reviews, coaching, and documentation updates. Partner with Product, Engineering, and Customer Success to resolve recurring issues and close feedback loops. Customer Insights & Reporting Track and report on core support metrics such as CSAT, response time, and resolution time. Share customer feedback, product insights, and feature requests with internal stakeholders. Contribute customer support insights to product and roadmap discussions. Required Experience 5+ years in customer‑facing roles, including 2+ years in SaaS customer support 1–2+ years managing or leading support team members Strong hands‑on experience with Zendesk, including: Custom reporting and dashboards, knowledge base creation & maintenance, and workflow & automation configuration Experience supporting global customers with awareness of cultural and regional differences Familiarity with tools such as Recurly, HubSpot, or Salesforce Comfort using AI‑assisted tools to improve operational efficiency Strong communication, organization, and problem‑solving skills It Would Be Helpful to Have Experience managing teams with multi‑functional support responsibilities Familiarity with cybersecurity, networking, cloud, or data science concepts Experience supporting platform integrations or migrations Background supporting an online technical education, certification or training platform Comprehensive employer‑sponsored healthcare plans for you and your family (medical, vision and dental) Matching 401k Flexible PTO Paid parental leave "Get Hungry, Get Certified” program for professional growth INE provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, INE complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. INE expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. If you’d like to request assistance or an accommodation in applying to an opportunity at INE, contact our People Operations department at View email address on click.appcast.io. #J-18808-Ljbffr