[Remote] Senior Customer Support Manager

Note: The job is a remote job and is open to candidates in USA. Cordance is seeking a Senior Customer Support Manager to lead their customer support operations across multiple SaaS products. This role involves managing complex customer situations while developing a team of support professionals and ensuring high-quality service delivery.

Responsibilities

• Carry direct responsibility for a portfolio of complex, high-priority, or escalated customer situations requiring senior-level ownership and coordination
• Lead and develop a team of Customer Support Managers, Team Leads, and/or Support Specialists with accountability for performance, coaching, and operational consistency
• Support customers across multiple SaaS products and environments, ensuring effective coordination and consistent service quality despite varying product complexity
• Serve as the senior escalation point for executive-level customer issues, commercially sensitive situations, and cross-functional incidents
• Draft, review, and guide high-impact customer communications during escalations, service disruptions, or critical account situations
• Balance personal operational responsibilities with leadership responsibilities — ensuring neither customer ownership nor people leadership quality degrades under pressure
• Coach managers and team members through complex customer interactions, escalation management, and stakeholder communication strategies using real-time operational examples
• Partner with Product, Engineering, and Customer Success leadership to drive resolution plans, customer recovery efforts, and systemic operational improvements
• Maintain visibility into team performance metrics, SLA adherence, escalation trends, and support quality while actively contributing operationally where needed
• Help establish scalable operational processes, escalation frameworks, and communication standards across support teams and product lines
• Lead root cause analysis efforts to identify recurring issues, process gaps, product defects, and opportunities for operational improvement
• Drive knowledge management strategy, including internal documentation, customer-facing knowledge bases, self-service adoption, and content governance
• Define and enforce ticketing standards, case management processes, documentation requirements, escalation procedures, and support workflow compliance

Skills

• 8+ years of experience in customer support or technical support in a B2B SaaS environment
• Prior people management experience with direct reports in a support, customer success, or related customer-facing function — with formal accountability for individual performance and development
• Proven ability to develop support talent — identifying capability gaps, designing development plans, and delivering feedback that produces measurable improvement in individual performance
• Strong operational fluency — able to maintain visibility into a team's queue health, SLA performance, and quality trends without managing the day-to-day triage directly
• Experience managing team performance across multiple levels of seniority — including both early-career and senior support specialists
• Demonstrated track record of driving support quality improvement at the team level — through case review programs, coaching, process design, or quality framework development
• History of cross-functional influence — representing the support team's needs and performance in conversations with CS, Product, Engineering, and Leadership with specificity and credibility
• Experience with support tooling at both a practitioner and team management level - Zendesk, Salesforce, HubSpot, or TeamSupport — including data quality oversight and process compliance
• Exceptional communication skills — able to deliver difficult feedback, manage executive escalations, and represent the team to senior leadership with equal directness and care
• Experience leading remote or distributed support teams
• Experience in a Support Team Lead or equivalent player-coach role prior to formal management — demonstrating natural progression through the support leadership career path
• Background building or redesigning support team structures, onboarding programs, quality frameworks, or career development pathways
• Experience designing or owning support performance reporting — dashboards, SLA tracking systems, CSAT reporting, and quality score frameworks that inform management decisions
• Familiarity with knowledge management strategy at the team level — including documentation quality governance, content coverage planning, and self-service optimization
• Thought leadership in support people management — performance calibration, talent development frameworks, or retention of high-performing support professionals
• Experience managing across multiple support channels or product lines simultaneously
• Certifications in customer support, ITIL, people management, or help desk operations are a plus

Company Overview