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Manager, Customer Support

1 month ago
United States
Full-time
Senior
Customer Support
Customer and Technical Support
Elasticsearch
Apply Now
Elastic

Elastic

Elastic is a leading platform for search-powered solutions, providing real-time insights and making data usable for developers and enterprises worldwide.

Internet Software & Services
1K-5K
Founded 2010
View All Jobs 7

Description

  • Lead and develop a globally distributed team of non-technical Customer Support Representatives, providing guidance and career development.
  • Own day-to-day resolution of customer non-technical issues including SaaS billing, account access, and Marketplace integrations.
  • Ensure customer issues are resolved within committed service level agreements (SLAs).
  • Work cross-functionally with finance, development, account management, and other partners on routine and escalated situations.
  • Maintain and strengthen customer relationships to ensure high-quality support delivery.
  • Drive and report on critical service metrics to ensure world-class service delivery and set operational standards.
  • Enable continuous improvement through process optimization, innovation, and a customer self-service mindset.
  • Provide detailed reports on team progress and help set and execute strategic initiatives for the support function.

Requirements

  • 2+ years of proven leadership experience in a technical environment.
  • Knowledge of SaaS and cloud concepts and environments.
  • Exposure to billing or administrative systems and/or responsibilities.
  • Strong verbal and written communication skills.
  • Experience working with small, geographically dispersed remote teams.
  • Customer-first focus and experience maintaining customer relationships.
  • Must be a U.S. citizen located on U.S. soil (required due to U.S. Federal offerings).
  • Preferred: experience with distributed systems and a high-level technical understanding of software products.
  • Preferred: positive, adaptable teammate with demonstrated curiosity and familiarity with Elastic’s products/company.

Benefits

  • Typical starting salary range: $113,100 — $178,900 USD (alternate range for select locations: $135,900 — $215,100 USD).
  • This role is paid as base salary only and does not include a variable compensation component.
  • Eligible to participate in Elastic’s stock program.
  • Company-matched 401(k) with dollar-for-dollar matching up to 6% of eligible earnings.
  • Health coverage for you and your family in many locations.
  • Flexible locations and schedules for many roles as a distributed company.
  • Generous vacation allowance and time off policies.
  • Up to $2,000 match for financial donations (or local currency equivalent), up to 40 volunteer hours per year, and a minimum of 16 weeks parental leave.

Interested in this position?

Apply directly on the company website

Apply Now

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