Manager - Global Customer Support ( SaaS )
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• Own team results — expected throughput (toward 2.8 cases/agent/day) and quality measures — monitored daily, managed weekly at the Pod Operations Review.
• Onboard the founding cohorts: run certification-first ramps (L1 30 days
· L2 45), pair every new agent with a mentor, and run your first line-ups with your Director present and the runbook in hand — the ritual carries the culture.
• Carry the culture personally: Weekly culture moments with each team’s first week (run with you present), the six Corner standards, and CritSit escalations de-escalated by picking up the phone.
• Monitor the signals — backlog formation, aging, demand shifts, arrival patterns — and act before they become misses; schedule agents against the EMEA shift catalog and hold the 100–130% coverage band.
• Performance-manage with rhythm: fortnightly 1:1s the direct report owns, clear gates (throughput + positive customer sentiment via Level AI on 100% of interactions), fast recognition, honest coaching.
• Triage escalations within the team — and resolve many personally by getting on the phone with the customer; route true escalations to the pod L3 and DEEP with clean, complete handoffs. You've got what it takes if you...
• 3+ years people management in technical support (enterprise SaaS preferred) with hands-on troubleshooting credibility; hiring and onboarding experience at pace.
• Fluent English.
• Certified in the products of your assigned pod area within 90 days — the manager holds the certification, not just the dashboard.
• Data-fluent: queues, coverage strips, and sentiment trends turned into at least one decision a week.
• Builder’s energy with a steady hand: first-90-days chaos doesn’t rattle you; psychological safety is your foundation; standards are your frame.
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