Customer Support Manager (SaaS)

at  DFO Global Performance Commerce Limited

Exciting Career Opportunity at Global Performance Commerce!
Are you a leader who thrives in the dynamic world of SaaS customer support? Join our innovative and diligent team at Global Performance Commerce, where we value independence and high performance. We are seeking an experienced Customer Support Manager with a passion for problem-solving, team development, and creating exceptional customer experiences.

• Oversee and prioritize incoming support tickets, ensuring timely and effective resolution.
• Maintain strong relationships with users; communicate ticket statuses and understand user needs.
• Monitor support metrics; manage staffing across all serviced time zones.
• Develop and refine SOPs for customer issue handling and technical support.
• Coach and train support staff for high-quality service and technical troubleshooting.
• Manage projects to enhance customer experience and identify sales opportunities.
• Collaborate with interdepartmental teams, including sales and development, for strategic alignment.
• Directly handle escalated customer issues and advocate for customer needs.
• Analyze customer data to drive improvements and solve problems based on feedback.
• Ensure customers are well-supported with resources and training; follow up on renewals and usage metrics.