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About the Role

The Customer Support Manager leads daily operations for the Customer Support team, ensuring exceptional service and operational excellence for PureFacts Compensation Applications. This role focuses on coaching a high-performing team, managing operations, driving service quality, and collaborating with other teams to resolve customer issues efficiently.

Responsibilities

• Lead, coach, mentor, and develop a team of Customer Support Analysts.
• Conduct regular one-on-one meetings, performance reviews, and career development discussions.
• Support hiring, onboarding, and training of new team members.
• Foster a collaborative, accountable, and customer-focused culture.
• Balance workloads and ensure appropriate coverage across support shifts.
• Promote knowledge sharing and continuous learning within the team.
• Oversee daily support operations and ticket queues, directly handling escalations as needed.
• Monitor SLA performance, backlog health, response times, and customer satisfaction.
• Manage customer escalations and coordinate timely resolution with internal teams.
• Ensure consistent and proactive customer communication throughout the support lifecycle.
• Identify recurring issues and drive operational improvements.
• Monitor operational metrics and use data to improve team performance.
• Build trusted relationships with customers through professionalism, responsiveness, and transparency.
• Participate in customer operational reviews and escalation meetings as needed.
• Partner with Customer Success Managers to provide a seamless customer experience.
• Advocate for customer operational needs while maintaining alignment with company processes and priorities.
• Coordinate customer operational activities including production readiness, onboarding support, environment readiness, release validation, testing coordination, risk identification, and follow-up.
• Partner with Product, Engineering, DevOps, Professional Services, and Customer Success to ensure operational activities are completed successfully.
• Identify opportunities to improve support processes and customer experience.
• Contribute to knowledge base improvements and internal documentation.
• Support adoption of new tools, automation, and AI-enabled workflows.
• Recommend operational improvements based on customer feedback and support trends.

Requirements

• 5+ years supporting enterprise SaaS or enterprise software applications.
• 3+ years leading technical or customer support teams.
• Experience managing customer escalations and SLA-driven support environments.
• Strong communication, coaching, and organizational skills.
• Experience collaborating with Product, Engineering, Professional Services, and Customer Success.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.

Skills

• Customer Support
• Team Leadership
• Coaching
• Mentoring
• Performance Management
• Hiring
• Onboarding
• Training
• Operational Excellence
• SLA Management
• Escalation Management
• Customer Relationship Management
• Problem-Solving
• Analytical Skills
• Cross-functional Collaboration
• Process Improvement
• Knowledge Management
• SQL troubleshooting
• Cloud-based application support

Experience Level

• 5+ years supporting enterprise SaaS or enterprise software applications
• 3+ years leading technical or customer support teams