Senior Manager, Technical Support US Customer Success

About Jobgether

Jobgether is a platform that connects job seekers with opportunities in the tech industry.

Job Summary

The Senior Manager, Technical Support will lead and shape global support operations for a high-availability SaaS platform, ensuring exceptional service for enterprise and mission-critical customers.

Key Responsibilities

• Lead and mentor multiple technical support teams providing 24/7 support for SaaS platforms and products.
• Define, implement, and continuously improve support strategies to enhance customer satisfaction, retention, and operational efficiency.
• Manage escalation processes for critical incidents, ensuring timely resolution, communication, and post-incident reviews.
• Establish and monitor key performance metrics including response times, MTTR, CSAT, NPS, and SLA compliance.
• Partner with Product and Engineering teams to resolve systemic issues and drive product improvements.
• Develop readiness plans for new product launches, ensuring teams are trained and prepared for customer inquiries.
• Lead workforce planning, hiring, and professional development to scale support operations globally.
• Optimize support tools, knowledge bases, and automation initiatives to improve customer self-service and internal efficiency.
• Contribute to executive-level reporting and strategic planning for global support operations.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field (Master’s preferred).
• 8+ years of experience in technical support or SaaS operations, including 3+ years in senior management or multi-team leadership roles.
• Proven experience managing global support operations in a 24×7 SaaS environment.
• Strong technical knowledge of SaaS technologies, cloud infrastructure (AWS, Azure, GCP), APIs, and networking.
• Demonstrated leadership and experience building, mentoring, and scaling high-performing teams.
• Expertise in operational KPIs, customer satisfaction, and cross-functional alignment.
• Excellent communication, stakeholder management, and executive presentation skills.