Customer Support Manager
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Job Description
Customer Support Manager scaling distributed SaaS support teams at Sprout Social, a social intelligence platform. Driving KPIs, operational improvements, integrations, and customer-focused leadership.
Responsibilities:
- Integrate newly acquired support teams by building relationships with engineering, sales, and success and establishing processes and knowledge repositories
- Lead a group of individual contributors through a Diversity, Equity and Inclusion lens
- Oversee coverage needs, team capacity, performance, growth, and qualitative and quantitative KPIs
- Identify operational risks and lead real-time response plans
- Develop and manage scalable support processes and centralized knowledge repositories
- Cultivate relationships with account and engineering teams to drive positive changes
- Collaborate across the leadership team, Support organization, and Sprout to drive the voice of the customer
- Conduct performance check-ins, coaching conversations, and career development discussions
- Provide routine reporting on team performance, blockers, and opportunities
- Establish feedback loops with Engineering leadership for technical escalations and product development
- Project manage initiatives improving customer and employee experiences
- Contribute to strategic planning and forecasting to ensure appropriate support capacity
- Maintain healthy queue performance, meet or exceed SLAs, and scale support coverage with business growth
Requirements:
- 6+ years in a high volume, real time Customer Support role in SaaS or B2C Technical Support
- 1+ years of experience leading distributed, dynamic, multi-channel teams and driving performance results through deep KPI understanding
- Demonstrated project management experience, with a track record of driving operational improvements, securing resources, and effectively removing blockers for your team
- Experience managing support tools such as chat/ticketing platforms and CRMs
- Experience with Zendesk and/or Salesforce is a plus
- Experience leading complex cross-functional initiatives is preferred
- A technical background or degree, such as CS or IT, is preferred
- Strong internal and external communication skills with natural empathy for customers and employees
- Proficiency with social media and emerging AI technologies
- Must be eligible to work in the United States; Sprout Social participates in E-Verify in certain locations
Benefits:
- Premium BCBSIL medical, dental (high/low plans), and vision (Eyemed) insurance for you and your eligible dependents
- Full, free access to Modern Health for you and your dependents, including coaching, therapy sessions, and digital wellness resources
- 401(k) plan with a 50% company match on your first 6% of contributions (a 3% total match)
- 100% employer-paid Life and Disability insurance
- Flexible PTO policy
- Additional company-wide Rest & Recharge days throughout the year
- Up to 16 weeks of paid parental leave
- $1,000 USD annual Lifestyle Spending Account
- One-time $550 USD home office setup stipend
- Monthly $50 USD internet stipend
- 16 hours of paid volunteer time annually
- $100 annual match for charitable donations
- Pre-tax commuter benefits
- Subsidized child/eldercare through Care.com
- Discounted pet insurance through Figo
- No-cost personalized financial wellness support through Your Money Line
- Remote work flexibility in the United States
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