Manager, Customer Support

Sprout Social is looking to hire a Manager, Customer Support to the Customer Support team in Ireland.

Why join Sprout’s Customer Support team?

As a member of Sprout’s Customer Support team, your impact is multifaceted. Not only are you the face of Sprout to customers in need of solutions, you’re also an integral internal resource. As product generalists, our team is incredibly skilled and knowledgeable about our entire platform, creating a ton of opportunities for us to partner with teams like Sales & Success, Product, and Engineering for training, coaching, and feedback. One of the most unique and exciting aspects of our support team is that we consider ourselves a community and function as such, supporting one another from day one to reach our goals and grow in our career. Speaking of growth, Customer Support is also a great way to enter into tech. We coach folks on a wide array of skills that set them up for success in all parts of our business. 

What you’ll do

• Lead a group of both individual contributors and/or Team Leads through a Diversity, Equity and Inclusion lens. 
• Oversee coverage needs, team capacity, performance, and growth ensuring all core qualitative and quantitative KPIs are achieved. 
• Identify operational risks (e.g., spikes in volume, system issues, major bugs) and lead real-time response plans to minimize customer and team impact.
• Actively collaborate across our leadership team, within our Support organization, and across Sprout to help drive the voice of the customer.
• Conduct regular performance check-ins, coaching conversations, and career development discussions with individual contributors and/or Team Leads to support growth, accountability, and high performance.

What you’ll bring

We are looking for a leader with demonstrated experience scaling diverse, multi-shift and multi-region teams. Highly motivating as a leader, you will be responsible for the growth and success of our team members, delivering both growth-oriented coaching and performance management in a high-volume, fast-paced support environment. Realtime multichannel (chat, email, and phone) SaaS or high-volume support experience is a must, as the Manager, Customer Support will be responsible for the strategy and operational management of the team. 

The minimum qualifications for this role include:

• 6+ years in a high volume, real time Customer Support role in SaaS or B2C Technical Support 
• 2+ years experience leading distributed teams 
• Experience leading dynamic, multi-channel teams and driving performance results through deep KPI understanding

Preferred qualifications for this role include:

• Experience managing support tools, such as chat/ticketing platforms, CRMs, etc. Specific experience with Zendesk and/or Salesforce is a plus.
• Strong internal and external communication skills with a natural empathy for our customers and employees
• Proficiency with social media and emerging AI technologies

How you’ll grow

Within 1 month, you’ll plant your roots, including:

• Leading a team of Customer Support Specialists.
• Gaining a firm understanding of our team’s core KPIs and providing routine reporting of team performance, blockers and opportunities.
• Establishing relationships with our Support Specialists, management team, and cross-org key stakeholders

Within 3 months, you’ll start hitting your stride by:

• Gaining a firm understanding of our team’s core KPIs and providing routine reporting of team performance, blockers and opportunities. 
• Demonstrating  knowledge of support processes, product escalation workflows, and feedback relationships across our Support Leadership Team. 
• Building routine relationships with customer-facing teams across Sprout such as Sales & Success. 

Within 6 months, you’ll be making a clear impact through:

• Partnering with our Support Leadership Team, gaining an understanding of our team’s employee experience metrics, and setting goals to ensure the best work environment for our team members. 
• Project managing a wide range of initiatives aimed to improve our customer and employee experiences. 
• Playing an integral role in departmental strategic planning and forecasting efforts, ensuring appropriate capacity to deliver to our customer experience KPIs. 

Within 12 months, you’ll make this role your own by:

• Fostering a team of highly-engaged leaders and Support Specialists, delivering outlier KPIs across the SaaS industry. 
• Contributing to growth and development efforts for your team and across our Customer Support organization. 
• Actively recognizing and contributing to project pipelines to ensure Sprout continues to be a SaaS industry leader in customer and employee experiences
• Demonstrating strong operational ownership by maintaining healthy queue performance, meeting or exceeding SLAs, and proactively scaling support coverage to meet business growth.

Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.

Our Benefits Program

We’re proud to regularly be recognized for our team, product and culture. Our benefits program includes:

• Comprehensive Private Health & Dental: 100% premium coverage for you and your eligible dependents through VHI (Health) and DeCare (Dental).
• Pension Scheme: We match your pension contributions 1-to-1 up to 6% of your salary.
• Life & Disability Insurance: 100% paid-for life cover and disability insurance for your peace of mind.
• Generous Paid Time Off: 25 days of leave, plus all public holidays and additional company-wide Rest & Recharge days.
• Paid Parental Leave: We support all growing families with 26 weeks of full pay for birthing parents and 16 weeks of full pay for non-birthing parents. 
• Family & Care Support: Access to subsidized child/eldercare through Care.com.
• Premium Mental Health Support: Full access to Modern Health for you and your dependents, including free coaching, therapy sessions, and digital wellness resources.
• Lifestyle Spending Account (LSA): An annual $700 USD fund to spend on your physical, mental, and financial well-being.
• Work From Home Support: A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet.
• Dublin Office Perks: A €18 daily lunch stipend (via Deliveroo) when you work from our Dublin office.
• Commuter Savings: Access to the Tax Saver Commuter/Cycle to Work scheme for tax savings.
• Charitable Giving: A company match for your donations to eligible organizations.

Whenever possible, we want to provide team members the flexibility to work in the location that makes the most sense for them. If you prefer an office setting, this role may be based in our Dublin location. If you prefer to work remotely from another location within Ireland and/or the UK, we will accommodate you as best as possible. 

If you are based in another location within EMEA, we aren’t able to hire in your location at this time.

#LI-Remote