Customer Support Manager – B2B SaaS

Job not on LinkedIn

🕒 6 days ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 17%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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group.one

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

group. one is a leading European provider of online presence, cloud hosting, and digital marketing services. With over 2 million customers, the company is committed to helping individuals and businesses achieve online success. group. one operates with a global team of 1,500+ employees across nearly 20 locations in 15 countries, with headquarters in Sweden. Partnered with Cinven and Ontario Teachers' Pension Plan, group. one continues to expand its service portfolio and geographical footprint, while emphasizing sustainability and employee development. The company values diversity and inclusion, aiming to create a supportive and innovative workplace.

📋 Description

• Ensure consistent, high-quality customer support across email, chat, and voice channels • Maintain support standards and guidelines • Act as an escalation point for complex customer issues and ensure timely resolution • Monitor team performance, KPIs, SLAs, CSAT, and quality metrics • Develop, document, and improve support processes, workflows, and knowledge base • Collaborate with Product, Engineering, and other internal teams to resolve issues and share customer feedback • Handle support tickets and calls as an individual contributor • Partner with SocialPilot customers to help them achieve their social media goals • Help prospects understand whether SocialPilot is the right platform for them • Help customers adopt new features and resolve issues

🎯 Requirements

• 8 years of experience in customer support within a B2B SaaS company • 3+ years of experience managing or leading a customer support team • Excellent written and verbal English communication skills (mandatory) • Hands-on experience handling customer support via emails, chats, and calls • Strong working knowledge of support systems such as HelpScout, Zendesk, and similar platforms • Experience with ticket management, escalation handling, and customer satisfaction metrics • Ability to work independently and manage teams during the night shift • Ability to work as an individual contributor handling support tickets and calls

🏖️ Benefits

• Complete transparency on strategy, business metrics, key performance indicators, and major initiatives across the organization • No micromanagement: Own up your work and be accountable without the need for close supervision • Great team with diverse backgrounds from world-class organizations • Personal growth: Design a personal learning plan and utilize organizational resources • Best in class health and medical benefits • Profit-Sharing Plan • Staycation: Choose anywhere in the world to stay for a month; expenses covered • Open Door Policy • Zen-like Workspace with all-inclusive cafeteria and dedicated conference/meeting rooms if you decide to work from the office