[Hiring] Customer Support Manager @Sprout Social

Role Description

Sprout Social is looking to hire a Manager, Customer Support to the Customer Support team in the U.S.

Why join Sprout’s Customer Support team?

• Builds the foundation of trust that allows our global customers to thrive.
• Provides clarity and speed to turn complex challenges into seamless solutions.
• Functions as a community with a group workload, supporting one another from day one.

In this role, you’ll become an integral resource for the entire organization, partnering with teams across the business to share feedback and drive excellence.

What you’ll do:

• Spearhead the integration of newly acquired support teams by building strong relationships with engineering, sales, and success, and establishing new processes and knowledge repositories.
• Lead a group of both individual contributors through a Diversity, Equity and Inclusion lens.
• Oversee coverage needs, team capacity, performance, and growth ensuring all core qualitative and quantitative KPIs are achieved.
• Identify operational risks (e.g., spikes in volume, system issues, major bugs) and lead real-time response plans to minimize customer and team impact.
• Develop and manage scalable support processes and centralized knowledge repositories to streamline team operations and empower the broader organization with easily accessible resources.
• Cultivate close relationships with account and engineering teams to drive positive changes for our teams and customers.
• Actively collaborate across our leadership team, within our Support organization, and across Sprout to help drive the voice of the customer.
• Conduct regular performance check-ins, coaching conversations, and career development discussions with individual contributors and/or Team Leads to support growth, accountability, and high performance.

Qualifications

• 6+ years in a high volume, real time Customer Support role in SaaS or B2C Technical Support.
• 1+ years experience leading distributed, dynamic, multi-channel teams and driving performance results through deep KPI understanding.
• Demonstrated project management experience, with a track record of driving operational improvements, securing resources, and effectively removing blockers for your team.

Requirements

• Experience managing support tools, such as chat/ticketing platforms, CRMs, etc. Specific experience with Zendesk and/or Salesforce is a plus.
• Experience leading complex cross-functional initiatives, such as integrating acquired teams, standardizing workflows, or building centralized knowledge repositories.
• A technical background or degree (e.g., CS or IT) that enables you to communicate effectively with engineering teams and understand complex SaaS architectures.
• Strong internal and external communication skills with a natural empathy for our customers and employees.
• Proficiency with social media and emerging AI technologies.

Benefits

• Comprehensive Health & Wellness: Premium BCBSIL medical, dental (high/low plans), and vision (Eyemed) insurance for you and your eligible dependents.
• Premium Mental Health Support: Full, free access to Modern Health for you and your dependents, including coaching, therapy sessions, and digital wellness resources.
• Retirement Savings: 401(k) plan with a 50% company match on your first 6% of contributions (a 3% total match).
• Financial Security: 100% employer-paid Life and Disability insurance for your peace of mind.
• Flexible Paid Time Off: A flexible PTO policy, supplemented with additional company-wide Rest & Recharge days throughout the year.
• Paid Parental Leave: Up to 16 weeks of paid leave for new parents to support you in expanding your family.
• Annual Lifestyle Stipend: A $1,000 USD annual Lifestyle Spending Account to spend on your physical, mental, and financial well-being.
• Work From Home Support: A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet.
• Giving Back: 16 hours of paid volunteer time annually, plus a $100 annual match for your charitable donations.
• Additional Financial Perks: Access to pre-tax commuter benefits, subsidized child/eldercare (Care.com), discounted pet insurance (Figo), and no-cost personalized financial wellness support through Your Money Line.