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Senior Manager, Customer Support

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Location:
United States , Houston

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

Lead our Customer Support department with the goal of driving successful outcomes and long term customer satisfaction. Provide world-class customer support while keeping an eye on KPIs and outcomes for your team (including response times, CSAT, NPS, and renewal rates).

Job Responsibility:

  • Maintain best in class SLA’s for customer support communication channels, including phone, chat, and email
  • Establish quarterly strategy and corresponding KPIs, prioritize work and monitor team performance
  • Drive operational efficiencies in support that allow us to continuously resolve prioritized issues faster, more effectively (higher customer satisfaction score) and with less resources
  • Manage critical customer escalations to successful outcomes that enable credible reference ability and build trusted customer relationships
  • Gather results, analysis, quality control metrics, client feedback, questions, audit results and other forms of output in order to monitor, manage and implement additional training and support services as required to ensure the highest quality of services to the customer
  • Work collaboratively with internal stakeholders such as product, sales, and other departments along with external partners to build customer success programs for new product offerings
  • Partner cross-functionally to ensure milestones and deliverables are met/delivered on-time and within budget
  • Lead collaboration and change management with other teams to ensure support-related requirements are successfully created, defined, and approved

Requirements:

  • 5+ years of experience in a leadership role overseeing customer support, preferably in a SaaS environment
  • Expertise in customer service operations, processes, and infrastructure in support
  • Experience in addressing customer needs by leveraging AI tools
  • Ability to gain deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
  • Prior success in establishing and analyzing business processes that drove higher business operational efficiencies and customer satisfaction
  • Experience successfully recruiting, building, training, and promoting world class teammates
  • Excellent collaboration skills and team focus
  • Clear understanding of core drivers of Customer Success
  • Candidates must be local to Houston
What we offer:
  • Flexibility of remote work
  • Competitive base salaries
  • Generous Paid Time Off
  • Paid maternity, parental bonding, and medical leave
  • Comprehensive health benefits (Medical, Dental, Vision, and Prescription coverage)
  • Free, confidential counseling through partnership with BetterHelp
  • 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6%
  • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
  • Life and Accidental Death & Dismemberment (AD&D) Insurance
  • Up to $60/month toward fitness, mental health, or wellness
  • $300 home office setup bonus after one year of employment
  • Support for continuing education

Additional Information:

Job Posted:
December 12, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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