Manager, Customer Support

4 hours, 52 minutes ago
Full-time
Lead
Customer and Technical Support
Sprout Social

Sprout Social

Sprout Social offers a comprehensive social media management and engagement platform that enables businesses to effectively manage their social media presence, streamline customer care, and derive actionable insights from analytics to drive growth.

Professional Services
251-1K
Founded 2010

Description

  • Integrate newly acquired support teams by partnering with Engineering, Sales, and Customer Success and establishing processes and knowledge repositories.
  • Lead and develop Customer Support Specialists and Team Leads through an inclusive leadership approach.
  • Manage coverage, capacity, performance, growth, and qualitative and quantitative KPIs.
  • Identify operational risks and lead real-time response plans for volume spikes, system issues, and major bugs.
  • Develop scalable multichannel support processes and centralized knowledge repositories.
  • Build partnerships with Account and Engineering teams to improve customer and team outcomes.
  • Drive the voice of the customer across Support leadership and the broader organization.
  • Conduct performance check-ins, coaching conversations, and career development discussions.
  • Project-manage operational improvement initiatives and support strategic planning and forecasting.
  • Maintain healthy queues, meet or exceed SLAs, and scale coverage with business growth.

Requirements

  • 6+ years of experience in high-volume, real-time Customer Support within SaaS or B2C Technical Support.
  • 1+ year of experience leading distributed, dynamic, multichannel teams and using KPIs to drive performance.
  • Demonstrated project management experience, including operational improvements, resource acquisition, and blocker removal.
  • Experience managing support tools such as chat and ticketing platforms or CRMs; Zendesk and/or Salesforce experience preferred.
  • Experience leading complex cross-functional initiatives, including team integrations, workflow standardization, or knowledge-base development.
  • Technical background or degree in Computer Science, Information Technology, or a related field preferred.
  • Strong internal and external communication skills with empathy for customers and employees.
  • Proficiency with social media and emerging AI technologies.
  • Ability to support chat, email, and phone channels in a fast-paced SaaS environment.

Benefits

  • Annual salary of $85,600–$107,000, with geographic ranges up to $141,200 in Zone 1.
  • Remote work options across eligible U.S. states.
  • Medical, dental, and vision insurance for employees and eligible dependents.
  • Free Modern Health coaching, therapy, and digital wellness resources.
  • 401(k) with a 50% company match on the first 6% of contributions.
  • Flexible PTO, company Rest & Recharge days, and up to 16 weeks of paid parental leave.
  • $1,000 annual lifestyle stipend, home-office stipend, and monthly internet stipend.
  • Employer-paid life and disability insurance, paid volunteer time, charitable donation matching, and additional financial and care benefits.

Interested in this position?

Apply directly on the company website

Apply Now

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