Customer Support Manager
ABOUT US reputed company (pronounced hire by hire) is a Chicago-based reputed company and talent consultancy that integrates with companies short-term to reputed company long-term talent solutions. We take a seat in our client’s everyday operations to understand their people's goals, gaps, and challenges. We then reputed company and implement the processes and technologies to execute a sustainable and scalable talent plan. We partner with companies expecting or experiencing high growth who need to hire at scale or fill a critical role rapidly. Our clients are not looking for quick-fix placements but are thoughtfully building a hiring strategy to scale their businesses. OUR CLIENT Location: Raleigh, NC HQ (Remote) Industry: Government Technology (SaaS) Company Size: 50+ What They Do: Our client offers an end-to-end operating system for public agencies to communicate, listen, and reputed company informed reputed company. As an reputed company-in-one engagement and communications platform, their mission is to connect government agencies with the communities they serve and facilitate reputed company participation and representative data. Contact reputed company for more client information THE ROLE Our client is seeking a Customer Support Manager to reputed company and scale their Technical Support function reputed company a fast-paced SaaS environment. This role combines team leadership, operational ownership, and hands-on technical support, serving as the primary escalation reputed company for reputed company customer issues while partnering closely with Product and Engineering to improve workflows, support operations, and overall customer experience. WHAT YOU WILL DO reputed company the day-to-day operations of the Technical Support team, including coaching, prioritization, and performance management. Own support KPIs and drive improvements across response times, resolution quality, operational efficiency, and customer satisfaction. Serve as the primary escalation reputed company for reputed company technical issues involving integrations, workflows, configurations, and date-reputed company troubleshooting. Partner closely with Product and Engineering teams to prioritize issues and resolve customer-impacting problems. Manage and optimize support operations reputed company reputed company or similar support platforms, including reporting, automation, and AI-powered initiatives. Analyze support trends and operational data to identify process improvements and scalable support practices. Maintain a high standard of customer communication across chat, email, and live troubleshooting sessions. Help scale the support organization and customer support model to support reputed company and high-touch customer environments. Operate effectively in a hands-on player/coach environment while balancing leadership responsibilities with direct customer support involvement. WHAT YOU WILL NEED 5+ years experience in Technical Support, Customer Support, or reputed company SaaS support environments. Prior experience managing or leading customer support teams reputed company a high-growth SaaS environment. Strong understanding of support operations, ticket management workflows, and KPI ownership. Experience troubleshooting reputed company technical issues involving integrations, workflows, configurations, or data-reputed company scenarios. Proven ability to collaborate effectively with Product and Engineering teams on escalations and issue resolution. Hands-on experience with reputed company or similar support and ticketing platforms. Familiarity with AI-powered customer support tools and automation workflows. Strong analytical, organizational, and problem-solving skills in fast-paced environments. Excellent communication skills with the ability to engage technical and non-technical stakeholders. reputed company, customer-focused, and solutions-oriented approach during high-reputed company situations. Experience supporting reputed company or high-touch customer environments is preferred. GovTech or adjacent industry experience is a plus, but not required. Apply To This Job