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Customer Support Manager
INE
- New York, New York, United States
- New York, New York, United States
À propos
Our Core Values are the compass that guide our personal and professional performance as we build something exceptional as ONE:
Relationships Matter
Pursue the Unknown
Act as ONE
About the Role INE is looking for a Customer Support Manager to lead and continuously improve our customer support operations. This role manages a small, high‑impact support team responsible for delivering technical and account support to a global SaaS customer base.
The ideal candidate is a hands‑on manager who is comfortable balancing people leadership with day-to‑day execution. You’ll play a key role in maintaining support quality, optimizing Zendesk workflows, improving self‑service, and ensuring our customers receive timely, consistent, and effective support.
What You’ll Do
Manage, coach, and develop a centralized US based customer support team (approximately 3–5 team members).
Foster a customer‑first, collaborative culture focused on continuous improvement.
Set clear expectations aligned to support KPIs, SLAs, and quality standards.
Serve as an escalation point for complex or high‑priority customer issues with a global client base.
Lead by example via direct support for ticket queue escalations and high‑impact customer issues
Support Operations
Oversee daily support operations, including ticket routing, prioritization, and workload balancing.
Ensure customer inquiries are resolved efficiently and accurately.
Monitor ticket volume and trends to identify process improvements and resourcing needs.
Knowledge Base & Automation
Own day‑to‑day administration of Zendesk, including workflows, triggers, views, and macros.
Build and maintain custom Zendesk reports and dashboards to support data‑driven decision‑making.
Develop, organize, and continuously improve the customer Knowledge Base to increase self‑service and reduce ticket volume.
Leverage available AI tools (e.g., Copilot, auto‑assist, AI agents) to improve response quality and team efficiency.
Process Improvement & Quality
Identify opportunities to streamline support processes and improve consistency.
Contribute to quality review efforts through ticket reviews, coaching, and documentation updates.
Partner with Product, Engineering, and Customer Success to resolve recurring issues and close feedback loops.
Customer Insights & Reporting
Track and report on core support metrics such as CSAT, response time, and resolution time.
Share customer feedback, product insights, and feature requests with internal stakeholders.
Contribute customer support insights to product and roadmap discussions.
Required Experience
5+ years in customer‑facing roles, including 2+ years in SaaS customer support
1–2+ years managing or leading support team members
Strong hands‑on experience with Zendesk, including: Custom reporting and dashboards, knowledge base creation & maintenance, and workflow & automation configuration
Experience supporting global customers with awareness of cultural and regional differences
Familiarity with tools such as Recurly, HubSpot, or Salesforce
Comfort using AI‑assisted tools to improve operational efficiency
Strong communication, organization, and problem‑solving skills
It Would Be Helpful to Have
Experience managing teams with multi‑functional support responsibilities
Familiarity with cybersecurity, networking, cloud, or data science concepts
Experience supporting platform integrations or migrations
Background supporting an online technical education, certification or training platform
Comprehensive employer‑sponsored healthcare plans for you and your family (medical, vision and dental)
Matching 401k
Flexible PTO
Paid parental leave
"Get Hungry, Get Certified” program for professional growth
INE provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, INE complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. INE expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
If you’d like to request assistance or an accommodation in applying to an opportunity at INE, contact our People Operations department at people@ine.com.
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Compétences linguistiques
- English
Avis aux utilisateurs
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