Customer Support Senior Manager

About DataCamp

At DataCamp, we believe in empowering individuals and teams through data literacy. As a leading platform for data science and analytics education, we offer engaging, interactive courses designed by top experts. Our mission is to make data skills accessible to everyone, helping learners and organizations thrive in the data-driven world. With a diverse community of millions of learners, we provide a supportive and dynamic environment where you can grow your career and make an impact. Join us and be part of our journey to democratize data education!

About the role

We’re looking for an experienced Customer Support Senior Manager to lead our Customer Support operation, with a strong mandate to leverage AI and automation to scale support and continuously improve the user experience.

At DataCamp, we pride ourselves on our Customer Support being best in class, with industry-leading CSAT and SLA metrics. This role is an opportunity to join and further elevate a high-performing team, modernising how we operate through advanced automation and deeper integration with Product and Engineering.

You will work closely with Product, Engineering, Data, and Revenue teams to embed support into the product, automate high-volume workflows, and ensure customer insight meaningfully shapes product decisions.

Customer Support Leadership

• Lead the Customer Support operation, with accountability for B2C and B2B customer satisfaction, SLA performance, and operational excellence.
• Manage all aspects of the support function, including internal and vendor-led support teams, Support KPIs, forecasting, and performance management, budget ownership and tooling decisions.

AI, Automation & Scalable Support

• Optimize AI-driven support automation to scale an already high-performing operation, including AI chatbots and virtual agents, intelligent routing and prioritisation, AI-assisted agent workflows and response generation, and AI-powered knowledge base creation, optimisation, and maintenance.
• Identify and eliminate repetitive, high-volume support drivers by reducing friction through automation, self-service content, and targeted product improvements.
• Partner closely with Product and Engineering to embed AI-powered support into the product experience, use AI to analyse support conversations and feedback at scale, and improve accuracy, deflection, and trust in automated support experiences.

Product & Engineering Collaboration

• Build strong, trusted relationships with Product and Engineering leaders
• Translate customer issues, escalations, and support data into clear, actionable insights for product roadmaps
• Influence product decisions to reduce customer effort, prevent repeat contacts, and improve usability
• Act as a key stakeholder in roadmap planning, launch readiness, and post-launch optimisation

About you

At DataCamp, we seek individuals who embody our core values of data-driven decision-making, action, transparency, ownership, and customer focus. You thrive in a fast-paced, high-performing environment and are driven by a passion for making a meaningful impact. You're adaptable, embracing change and ambiguity with enthusiasm. Your initiative and entrepreneurial spirit push you beyond just meeting targets—you aim to understand the "why" behind our goals and take ownership to drive the business forward. You’re a collaborative team player who values transparency and always seeks to improve and innovate. If this sounds like you, we encourage you to apply!

Qualifications

• 5+ years of customer support leadership experience in a B2B SaaS environment
• 2+ years leading and coaching teams of 5–10 people
• Hands-on experience implementing AI and automation in customer support, such as chatbots, AI-assisted agents, or automated workflows
• A track record of maintaining or improving best-in-class CSAT and SLA performance while scaling operations
  • Hands-on experience with leading customer support platforms such as Zendesk and Intercom is highly preferred
• Strong experience partnering with Product and Engineering teams to drive durable improvements to the customer experience
• Advanced analytical skills, with the ability to use support data and AI-driven insights to influence decisions
• Excellent communication and leadership skills, with confidence influencing senior cross-functional stakeholders
• Deep familiarity with modern customer support platforms, automation tools, vendors, and systems

Why Datacamp? 

Joining DataCamp means becoming part of a dynamic, creative, and international start-up. Here are just a few of the reasons why you’ll love being on our team:

• Exciting challenges: Face new technical challenges daily, keeping your work engaging and rewarding.
• Competitive compensation: We offer a competitive salary with attractive benefits.
• Flexibility: Benefit from flexible working hours because the future is flexible! 
• Global retreats: Participate in international company retreats, fostering a global team spirit.
• Continuous learning: Access a yearly learning budget for conferences & training to support your professional growth.
• Amazing team: Collaborate with a truly exceptional team—seriously, we’re awesome!

At DataCamp, we value diverse experiences and perspectives. If you’re excited about this role but don't meet every qualification, we still encourage you to apply. We believe skills can be developed and are committed to fostering an inclusive workplace where everyone can thrive. Your unique talents and perspectives are what make our team great!