Senior Customer Support Manager
Virtual Vocations Inc
Leading a high-performing technical support team, the full-time Senior Customer Support Manager will oversee daily operations, optimize ticketing workflows, and ensure timely solutions for local government clients in a hybrid or remote capacity. Key Responsibilities: Lead, mentor, and scale a technical support team while fostering a culture of accountability and customer empathy Manage daily support operations, including ticket queues and escalations, ensuring adherence to SLAs and quality standards Administer and optimize the Zendesk instance to enhance operational efficiency and drive support metrics analysis Required Qualifications: 5+ years of experience in technical support within a B2B SaaS environment 3+ years of experience managing or mentoring a technical support or customer-facing team Hands-on experience with Zendesk or similar ticketing tools Preferred experience in financial technology (FinTech) SaaS or a degree in Finance or Accounting Strong troubleshooting skills with the ability to communicate technical concepts to non-technical users
Vacancy posted 4 days ago
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