Customer Support Manager (Saas)

Exciting Career Opportunity at Global Performance Commerce!

Are you a leader who thrives in the dynamic world of SaaS customer support? Join our innovative and diligent team at Global Performance Commerce, where we value independence and high performance. We are seeking an experienced **Customer Support Manager** with a passion for problem-solving, team development, and creating exceptional customer experiences.

**What You'll Do**:

- Oversee and prioritize incoming support tickets, ensuring timely and effective resolution.
- Maintain strong relationships with users; communicate ticket statuses and understand user needs.
- Monitor support metrics; manage staffing across all serviced time zones.
- Develop and refine SOPs for customer issue handling and technical support.
- Coach and train support staff for high-quality service and technical troubleshooting.
- Manage projects to enhance customer experience and identify sales opportunities.
- Collaborate with interdepartmental teams, including sales and development, for strategic alignment.
- Directly handle escalated customer issues and advocate for customer needs.
- Analyze customer data to drive improvements and solve problems based on feedback.
- Ensure customers are well-supported with resources and training; follow up on renewals and usage metrics.

**Who We're Looking For**:

- Minimum 2 years in a leadership role in Technical Support or Customer Success within a SaaS environment.
- Exceptional customer service and communication skills.
- Strong organizational, project management, and time management skills.
- Excellent problem-solving abilities.
- Inspirational leadership; capable of managing and motivating a team.
- Proficient in data analysis.
- Adept at cross-departmental collaboration.
- Deep knowledge of the company's software.

**Why Join Us**:

- Competitive compensation.
- Diversity and inclusion in a global team environment.
- Opportunities for career growth and professional development.

**How to Apply**: