Senior Customer Support Manager

Job Summary

A company is looking for a Senior Customer Support Manager to lead a team in delivering exceptional client support.

Key Responsibilities

• Manage and develop the Client Experience Associate team to ensure high-quality support
• Oversee workload distribution and serve as the escalation point for high-priority issues
• Continuously improve support processes and maintain chatbot and LLM guides

Required Qualifications

• 4+ years in customer support or client success roles
• 2+ years of experience managing support or operations teams
• Proficient in systems such as Gorgias, HubSpot, and AI-driven support tools
• Experience in creating and refining SOPs and playbooks
• Strong operational skills with the ability to track KPIs and audit workflows