Support and Onboarding Manager

Job Summary

A company is looking for a Manager, Support & Onboarding.

Key Responsibilities

• Own & improve KPIs for both Support & Onboarding, including CSAT and resolution time
• Drive AI powered efficiency by implementing tools to enhance speed and quality
• Lead, coach & scale the team while creating scalable processes and standardizing onboarding & support

Required Qualifications

• 2+ years of people management experience in a high growth SaaS environment
• Demonstrated success in improving support and/or customer onboarding metrics
• Hands-on experience with support tooling (e.g., Pylon, Zendesk, Intercom)
• Strong data analysis skills (SQL, Looker, Tableau, or similar)
• Preferred: e-commerce experience (either on the brand or software side)