Manager - Customer Support

5 days ago

India Sprinto Full time US$ 90,000 - US$ 1,20,000 per year

Sprinto is a leading platform that automates information security compliance. By raising the bar on information security, Sprinto ensures compliance, healthy operational practices, and the ability for businesses to grow and scale with unwavering confidence. We are a team of 300 employees & helping 2000 Customers across 75 Countries. We are funded by top investment partners Accel, Elevation, and Blume Ventures and have raised 31.8 million USD in funding, including our latest Series B round.

Role Overview

Are you passionate about customer experience and building high-performing teams? At Sprinto, we're redefining how support is done—lean, data-driven, and automation-first. We're looking for a Customer Support Manager who's not just a people leader but also a systems thinker. You'll be at the heart of scaling Sprinto's global support engine—building smart processes, mentoring talent, and using technology to deliver fast, delightful support experiences.

If you're excited by the idea of leading from the front, making support a strategic advantage, and leaving a mark on a fast-growing SaaS company—we want to hear from you.

Key Responsibilities
  • Lead a remote-first support team with clear goals, regular feedback, and a strong culture of ownership.
  • Deliver world-class customer experiences by driving CSAT, FCR, and SLA targets.
  • Build scalable support systems with ISO-ready processes and clear documentation.
  • Implement automation & AI (Intercom bots, macros, workflows) to improve efficiency.
  • Use data to drive decisions, streamline queues, and reduce response/resolution times.
  • Ensure 24/7 support readiness, with effective shift planning and global coverage.
  • Collaborate cross-functionally with Product, Engineering, and Success to resolve issues and close feedback loops.
  • Champion continuous improvement through QA reviews, training programs, and RCA-driven fixes.
Requirements
  • 8 years of overall experience in customer support, with 2 years in a people management role.
  • Proven success in managing or scaling B2B SaaS support teams (cybersecurity experience is a bonus).
  • Deep understanding of key metrics like CSAT, SLA, NPS, and First Contact Resolution.
  • Hands-on experience with modern support tools (Intercom, Zendesk, Freshdesk) and AI-based support automation.
  • Skilled in support operations, triaging workflows, and process building from scratch.
  • Strong analytical, communication, and cross-functional collaboration skills.
  • Comfortable working in fast-paced, ambiguous environments with high autonomy.

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