Senior Customer Support Manager

🕒 il y a 9 jours

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Cordance

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2021

🤝 B2B

💳 Fintech

☁️ SaaS

B2B • Fintech • SaaS

Cordance est une jeune entreprise avec une longue histoire, dédiée à collaborer avec des entreprises dirigées par leurs fondateurs pour offrir un soutien financier et stratégique à leur croissance. En s'appuyant sur leur vaste expertise opérationnelle et leurs ressources, ils se concentrent sur des parcours de croissance personnalisés pour leurs partenaires, en veillant à ce que la qualité, le talent et la culture soient préservés. Cordance vise à établir des partenariats à long terme orientés vers un succès durable.

Description

• Carry direct responsibility for a portfolio of complex, high-priority, or escalated customer situations requiring senior-level ownership and coordination • Lead and develop a team of Customer Support Managers, Team Leads, and/or Support Specialists with accountability for performance, coaching, and operational consistency • Support customers across multiple SaaS products and environments, ensuring effective coordination and consistent service quality despite varying product complexity • Serve as the senior escalation point for executive-level customer issues, commercially sensitive situations, and cross-functional incidents • Draft, review, and guide high-impact customer communications during escalations, service disruptions, or critical account situations • Balance personal operational responsibilities with leadership responsibilities — ensuring neither customer ownership nor people leadership quality degrades under pressure • Coach managers and team members through complex customer interactions, escalation management, and stakeholder communication strategies using real-time operational examples • Partner with Product, Engineering, and Customer Success leadership to drive resolution plans, customer recovery efforts, and systemic operational improvements • Maintain visibility into team performance metrics, SLA adherence, escalation trends, and support quality while actively contributing operationally where needed • Help establish scalable operational processes, escalation frameworks, and communication standards across support teams and product lines • Lead root cause analysis efforts to identify recurring issues, process gaps, product defects, and opportunities for operational improvement. • Drive knowledge management strategy, including internal documentation, customer-facing knowledge bases, self-service adoption, and content governance. • Define and enforce ticketing standards, case management processes, documentation requirements, escalation procedures, and support workflow compliance.

🎯 Exigences

• 8+ years of experience in customer support or technical support in a B2B SaaS environment • Prior people management experience with direct reports in a support, customer success, or related customer-facing function — with formal accountability for individual performance and development • Proven ability to develop support talent — identifying capability gaps, designing development plans, and delivering feedback that produces measurable improvement in individual performance • Strong operational fluency — able to maintain visibility into a team's queue health, SLA performance, and quality trends without managing the day-to-day triage directly • Experience managing team performance across multiple levels of seniority — including both early-career and senior support specialists • Demonstrated track record of driving support quality improvement at the team level — through case review programs, coaching, process design, or quality framework development • History of cross-functional influence — representing the support team's needs and performance in conversations with CS, Product, Engineering, and Leadership with specificity and credibility • Experience with support tooling at both a practitioner and team management level - Zendesk, Salesforce, HubSpot, or TeamSupport — including data quality oversight and process compliance. • Exceptional communication skills — able to deliver difficult feedback, manage executive escalations, and represent the team to senior leadership with equal directness and care • Experience leading remote or distributed support teams.

🏖️ Avantages

• Comprehensive Health Coverage: Coverage begins on your first day of employment. • 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested. • RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested. • Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life. • 12 weeks paid leave for all employees. • Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely. • Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.