This position is posted by Jobgether on behalf of a partner company. We are currently looking for a SUPPORT MANAGER in Anywhere.

As a Support Manager, you will lead a small, dynamic team of Account Managers and Technical Support Specialists, ensuring exceptional customer experiences across all channels. You will act as the bridge between customers, product, and development teams, turning support insights into actionable improvements. Your role will involve optimizing workflows, implementing tools and processes, and fostering a client-first culture. With a focus on both operational excellence and strategic impact, you will help reduce churn, improve satisfaction metrics, and drive growth. This position is fully remote, offering the chance to collaborate with a global, multicultural team while shaping the future of customer support in a high-growth SaaS environment.

Accountabilities

In this role, your main responsibilities will include:

Leading, mentoring, and managing a remote team of Account Managers and Technical Support Specialists.
Designing and optimizing support processes, workflows, and tools to enhance efficiency and customer satisfaction.
Linking support insights to product development and revenue impact, prioritizing fixes based on churn risk and customer value.
Monitoring and improving key support metrics such as NPS, CSAT, First Contact Resolution, Customer Effort Score, and escalation prevention.
Coaching team members, addressing performance issues, and maintaining a resilient and motivated team culture.
Scaling support through automation, AI chatbots, macros, and self-service workflows.
Collaborating with cross-functional teams to align support policies with broader company goals.
Maintaining and updating knowledge base content, ensuring accuracy and accessibility for both customers and internal teams.

Requirements

To succeed in this role, you should have:

3+ years of experience in customer support within a SaaS company, with proven leadership capabilities.
Strong understanding of software applications and the ability to quickly learn complex systems; familiarity with CRM, marketing automation, and email platforms is a plus.
Analytical and troubleshooting skills to address escalated issues and develop creative solutions.
Excellent communication skills for providing guidance to customers and constructive feedback to team members.
Detail-oriented, organized, and able to manage multiple tasks in a fast-paced, high-growth environment.
Commitment to customer satisfaction and fostering a client-first culture within the team.
Fluency in English (spoken and written); additional languages are an asset.
Willingness to work within Pacific Time business hours and manage remote workflows effectively.

Benefits

This role offers:

Fully remote work from anywhere in the world.
Competitive compensation based on experience and performance.
Comprehensive training program and regular performance reviews.
Referral programs with incentives and bonuses.
Discounts on company products for personal use.
Opportunity to work in a global, multicultural team.
Career growth and development opportunities within a high-growth SaaS company.
Dynamic and supportive leadership environment fostering innovation and collaboration.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly:
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!

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