Remote PerkinElmer specialist diagnosing Materials Characterization hardware, software, and application issues. Supporting customers, field engineers, and service teams across North America.
About the role
- Customer Support Manager at SocialPilot helping clients achieve their social media goals. Lead customer support efforts for a fast-growing B2B SaaS platform.
Responsibilities
- Ensure consistent, high-quality customer support across email, chat, and voice channels by maintaining support standards and guidelines.
- Act as an escalation point for complex customer issues and ensure timely resolution.
- Monitor team performance, KPIs, SLAs, CSAT, and quality metrics.
- Develop, document and improve support processes, workflows, and knowledge base.
- Collaborate with Product, Engineering, and other internal teams to resolve issues and share customer feedback.
- Should be able to work as an IC to handle support tickets and calls.
Requirements
- 8 years of experience in customer support within a B2B SaaS company
- Excellent written and verbal English communication skills (mandatory)
- 3+ years of experience managing or leading a customer support team
- Hands-on experience handling customer support via emails, chats, and calls
- Strong working knowledge of support systems such as HelpScout, Zendesk, and similar platforms
- Experience with ticket management, escalation handling, and customer satisfaction metrics
- Ability to work independently and manage teams during the night shift.
Benefits
- Best in class health and medical benefits.
- Profit-Sharing Plan: We reward our high-performing employees by actually sharing profits with them.
- Staycation: Every year, choose anywhere in the world to stay for a month; we will take care of the expenses!
- Open Door Policy: Strong communication and transparency go a long way in creating stress-free workplaces.
- Zen-like Workspace: A modern, aesthetically pleasing workspace with an all-inclusive cafeteria and dedicated conference/meeting rooms if you decide to work from the office.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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