SaaS Support Manager

About ManageCasa

ManageCasa is a cutting-edge SaaS platform dedicated to simplifying and enhancing the property management experience for property managers, landlords, and homeowner associations. Our mission is to empower our customers with intuitive tools to manage their businesses efficiently.

Position Summary

We are seeking a proactive and customer-focused SaaS Support Manager to lead and manage our support team, ensuring our customers receive exceptional service and timely resolutions to their issues. The ideal candidate will bring a passion for customer satisfaction, strong leadership skills, and experience managing a support team in a SaaS environment.

Key ResponsibilitiesCustomer Support Leadership

• Oversee daily operations of the support team, ensuring SLAs and KPIs are consistently met.
• Develop and implement strategies to improve support efficiency and customer satisfaction.
• Monitor and analyze support metrics to identify trends, address challenges, and improve processes.

Team Management

• Support team members to deliver outstanding customer experiences.
• Provide regular feedback to team members, fostering a culture of continuous improvement.
• Manage schedules and workload to ensure adequate coverage during business hours.

Customer Experience

• Act as the escalation point for complex or high-priority issues, ensuring timely resolution and communication with customers.
• Partner with the Customer Success and Product teams to gather feedback and advocate for customer needs.
• Develop and maintain a comprehensive knowledge base and self-service resources for customers.

Process Improvement

• Evaluate and implement tools and systems to enhance support processes and customer interactions.
• Drive automation and efficiency initiatives to streamline ticket resolution and improve customer satisfaction.
• Collaborate with Product and Engineering teams to resolve bugs and implement customer-requested features.

QualificationsExperience

• 5+ years of experience in a customer support role, with 2+ years in a leadership position within a SaaS company.
• Proven track record of managing and scaling a support team to meet growing customer demands.

Skills

• Exceptional communication and interpersonal skills, with a customer-first mindset.
• Strong analytical skills and experience with support metrics and reporting.
• Ability to handle escalations with professionalism and a focus on resolution.

Technical Knowledge

• Proficiency with support tools such as Zendesk, Hubspot or similar platforms.
• Understanding of SaaS platforms and basic technical troubleshooting.