Cordance - Senior Customer Support Manager
Requirements
• 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 • Please note that we do not accept unsolicited resumes, work on a Corp-to-Corp basis, or engage with non-vetted external agencies.
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.
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