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 Responsibilities Customer 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.
Qualifications Experience
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.
Powered by JazzHR
...Inspiration Globalis is seeking a GRC Analyst (Governance, Risk, and Compliance) to support and strengthen our organizations security, compliance, and risk management programs. The ideal candidate will play a key role in ensuring compliance with regulatory and industry...
...DESCRIPTION Work hard, have fun and make history with Amazon Public Policy. The Senior Manager, Public Policy, will lead Amazons public policy efforts before Congressional Republicans. Like our business interests, our policy issues are broad, forward-thinking, and...
...A remote survey panel organization is seeking a Data Entry Clerk for an entry-level position. This role allows you to work from home with maximum flexibility and earn extra income. Ideal candidates are self-motivated individuals who enjoy data entry tasks and can follow...
Looking for a Photographer Intern for a summer internship. Only1 day a week and this is for a MICHELIN STAR fine dining restaurant. This is a good opportunity to understand food photography and also add to your portfolio. Please include your portfolio or socials...
...A multispecialty healthcare group in New York City is looking to add a licensed General Orthopedic Surgeon to one of their practices in Queens. About the Opportunity: Setting: Practice Practice Patient Population: Workers' Comp, No-Fault, Out of Network Cases, etc. Patient...