
Lead Customer Experience Specialist
1 day ago
Senior Customer Support Manager Job Overview
This is a key leadership role that oversees our support function, ensuring timely and effective assistance to clients.
- The ideal candidate will lead day-to-day customer support operations, resolving issues efficiently and maintaining high client satisfaction.
- They will develop and optimize support workflows, including ticketing, escalation, and reporting processes.
- This leader will also recruit, onboard, and manage a growing support team as we scale up our business.
- Cross-functional collaboration with Product, Engineering, and Sales teams is crucial in this role, as the candidate will work together to identify user feedback, resolve bugs, and improve usability.
- Additionally, they will be responsible for building, maintaining, and expanding a searchable knowledge base and self-service help center.
- The Senior Customer Support Manager will implement systems to track key performance indicators (KPIs) such as CSAT, response/resolution times, and ticket trends.
- They must effectively balance internal priorities with advocating for customer needs.
- In complex or sensitive situations, this leader will handle customer escalations with empathy and professionalism.
- A minimum of 3-5 years of experience in customer support, with at least 2+ years in a managerial or team lead position.
- Experience working in a SaaS or tech-enabled service environment is highly valued; startup experience is considered an asset.
- Familiarity with support tools like Hubspot, Jira, Notion, or similar software is essential.
- Experience in the scholarly publishing industry or familiarity with journal submission platforms (e.g., Editorial Manager and ScholarOne) is advantageous but not required.
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