Senior Customer Support Manager

Position Overview

The Senior Customer Support Manager is a senior-level player-coach leadership role responsible for both managing a portfolio of complex customer situations and leading a team of Customer Support Managers, Team Leads, and/or Support Specialists across multiple SaaS products.

This individual balances direct operational ownership with formal people leadership responsibilities. They remain actively engaged in high-priority customer work — including escalations, strategic accounts, sensitive communications, and complex support issues — while also driving team performance, coaching, operational consistency, and leadership development across the organization.

The Senior Support Manager serves as both an escalation leader and an operational example for the broader support organization. They are expected to model excellent customer communication, sound judgment, and strong cross-functional partnership while helping managers and specialists develop those same capabilities.

The ideal candidate brings significant experience supporting multiple B2B SaaS products, leading customer-facing teams, and managing executive-level customer escalations with professionalism, urgency, and accountability.

Key Responsibilities

• Carry direct responsibility for a portfolio of complex, high-priority, or escalated customer situations requiring senior-level ownership and coordination
• Lead and develop a team of Customer Support Managers, Team Leads, and/or Support Specialists with accountability for performance, coaching, and operational consistency
• Support customers across multiple SaaS products and environments, ensuring effective coordination and consistent service quality despite varying product complexity
• Serve as the senior escalation point for executive-level customer issues, commercially sensitive situations, and cross-functional incidents
• Draft, review, and guide high-impact customer communications during escalations, service disruptions, or critical account situations
• Balance personal operational responsibilities with leadership responsibilities — ensuring neither customer ownership nor people leadership quality degrades under pressure
• Coach managers and team members through complex customer interactions, escalation management, and stakeholder communication strategies using real-time operational examples
• Partner with Product, Engineering, and Customer Success leadership to drive resolution plans, customer recovery efforts, and systemic operational improvements
• Maintain visibility into team performance metrics, SLA adherence, escalation trends, and support quality while actively contributing operationally where needed
• Help establish scalable operational processes, escalation frameworks, and communication standards across support teams and product lines
• Lead root cause analysis efforts to identify recurring issues, process gaps, and product deficiencies