Customer Support Manager

The Customer Support Manager leads a team of Tier 1 and Tier 2 Customer Support Representatives providing frontline technical support across HSI’s SaaS product portfolio. This role is responsible for the team’s day-to-day performance, including coaching and development, workforce planning, scheduling and coverage, support queues, service levels, quality, customer escalations, and operational efficiency.

As a key cross-functional partner, the Customer Support Manager works with Product, Engineering, Implementation, Customer Success, and Quality to resolve customer issues, identify root causes, improve product supportability, and share customer and product feedback. This leader uses support data, customer insights, automation, and AI-enabled tools to strengthen team performance, improve the customer experience, and help the support organization continue to scale effectively.

This is a hands-on first-line leadership role for someone who understands SaaS technical support, knows how to lead a high-volume support team, and can balance daily execution with thoughtful continuous improvement.

What You’ll Do

• Lead, coach, and develop a team of Tier 1 and Tier 2 Customer Support Representatives, providing regular feedback, performance management, career development, and recognition.
• Manage day-to-day support operations across phone, email, and case-management channels, including scheduling, staffing coverage, workload allocation, queue management, and service-level performance.
• Monitor team performance across key support metrics, including customer satisfaction, response and resolution times, quality, case backlog, productivity, and phone-support measures, using data to guide coaching and operational decisions.
• Foster a customer-focused culture of accountability, collaboration, continuous learning, and operational excellence, partnering with Training and Quality to strengthen onboarding, team development, and quality standards.
• Serve as the primary escalation point for complex customer issues and high-priority incidents, ensuring timely, professional communication and effective service recovery.
• Analyze support cases, customer feedback, and operational trends to identify recurring issues, emerging risks, and opportunities to improve service quality and team efficiency.
• Take initiative to investigate recurring or customer-impacting issues, participate in root-cause analysis and post-incident reviews, and partner with Product, Engineering, and Quality on resolution.
• Serve as a voice of the customer, translating recurring issues, enhancement requests, usability concerns, and adoption challenges into actionable feedback for Product and other internal teams.
• Own and continuously improve support processes, workflows, knowledge resources, and operating procedures to deliver consistent, scalable support across HSI’s SaaS products.
• Lead and contribute to departmental initiatives that strengthen team effectiveness, service delivery, customer experience, and operational scalability.
• Identify and advance practical opportunities to use AI, automation, and self-service to improve agent productivity, reduce customer effort, and increase operational efficiency.
• Use support metrics, workforce capacity, customer demand, and operational trends to identify risks and opportunities and communicate recommendations to leadership.

Requirements

• 3+ years of progressive experience in customer support or technical support within a SaaS, software, or technology environment.
• 1+ years of people-management experience leading, coaching, and developing a frontline customer or technical support team.
• Experience managing support operations, including ticket/case queues, customer escalations, SLAs, staffing coverage, and performance KPIs.
• Demonstrated experience using support metrics and operational trends to manage performance, identify issues, and guide decisions.
• Proven ability to coach employees, set clear expectations, address performance concerns, and build team capability.
• Strong problem-solving and judgment, with the ability to identify recurring issues, investigate root causes, and coordinate solutions across teams.
• Strong written and verbal communication skills, including the ability to communicate effectively with both technical and nontechnical audiences.
• Bachelor’s degree in a related field or an equivalent combination of education and relevant experience.

Preferred Qualifications

• Experience leading support across multiple SaaS products or a complex software portfolio.
• Familiarity with customer support platforms such as Salesforce, Zendesk, Freshdesk, or similar systems.
• Experience leading support-process improvements, departmental initiatives, or cross-functional problem resolution.
• Familiarity with AI, automation, or self-service tools used to improve support operations and customer experience.