Customer Support Manager

Customer Support Manager

Our client is seeking a Customer Support Manager to lead and scale their Technical Support function within a fast-paced SaaS environment. This role combines team leadership, operational ownership, and hands-on technical support, serving as the primary escalation point for complex customer issues while partnering closely with Product and Engineering to improve workflows, support operations, and overall customer experience.

What you will do:

• Lead the day-to-day operations of the Technical Support team, including coaching, prioritization, and performance management.
• Own support KPIs and drive improvements across response times, resolution quality, operational efficiency, and customer satisfaction.
• Serve as the primary escalation point for complex technical issues involving integrations, workflows, configurations, and date-related troubleshooting.
• Partner closely with Product and Engineering teams to prioritize issues and resolve customer-impacting problems.
• Manage and optimize support operations within Intercom or similar support platforms, including reporting, automation, and AI-powered initiatives.
• Analyze support trends and operational data to identify process improvements and scalable support practices.
• Maintain a high standard of customer communication across chat, email, and live troubleshooting sessions.
• Help scale the support organization and customer support model to support enterprise and high-touch customer environments.
• Operate effectively in a hands-on player/coach environment while balancing leadership responsibilities with direct customer support involvement.

What you will need:

• 5+ years experience in Technical Support, Customer Support, or related SaaS support environments.
• Prior experience managing or leading customer support teams within a high-growth SaaS environment.
• Strong understanding of support operations, ticket management workflows, and KPI ownership.
• Experience troubleshooting complex technical issues involving integrations, workflows, configurations, or data-related scenarios.
• Proven ability to collaborate effectively with Product and Engineering teams on escalations and issue resolution.
• Hands-on experience with Intercom or similar support and ticketing platforms.
• Familiarity with AI-powered customer support tools and automation workflows.
• Strong analytical, organizational, and problem-solving skills in fast-paced environments.
• Excellent communication skills with the ability to engage technical and non-technical stakeholders.
• Calm, customer-focused, and solutions-oriented approach during high-priority situations.
• Experience supporting enterprise or high-touch customer environments is preferred.
• GovTech or adjacent industry experience is a plus, but not required.