Senior Customer Support Manager

A company is looking for a Senior Manager of Customer Support.

Key Responsibilities

Manage support queues across multiple channels and coordinate with cross-functional teams to resolve customer issues

Track key performance indicators for customer satisfaction and implement process improvements

Build and maintain a user help center and automated response systems to deflect customer cases

Required Qualifications

5+ years of people management experience in a SaaS Customer Support function

1+ years of second-line management experience

Experience designing and implementing customer support operations and workflows

Experience reporting on customer support KPIs and defining initiatives

Experience with tuning support chatbots