[Hiring] Customer Support Manager @HSI

Role Description

The Customer Support Manager leads a team of Tier 1 and Tier 2 Customer Support Representatives providing frontline technical support across HSI’s SaaS product portfolio. This role is responsible for the team’s day-to-day performance, including:

• Coaching and development
• Workforce planning
• Scheduling and coverage
• Support queues
• Service levels
• Quality
• Customer escalations
• Operational efficiency

As a key cross-functional partner, the Customer Support Manager works with Product, Engineering, Implementation, Customer Success, and Quality to:

• Resolve customer issues
• Identify root causes
• Improve product supportability
• Share customer and product feedback

This leader uses support data, customer insights, automation, and AI-enabled tools to strengthen team performance, improve the customer experience, and help the support organization continue to scale effectively.

This is a hands-on first-line leadership role for someone who understands SaaS technical support, knows how to lead a high-volume support team, and can balance daily execution with thoughtful continuous improvement.

Qualifications

• 3+ years of progressive experience in customer support or technical support within a SaaS, software, or technology environment.
• 1+ years of people-management experience leading, coaching, and developing a frontline customer or technical support team.
• Experience managing support operations, including ticket/case queues, customer escalations, SLAs, staffing coverage, and performance KPIs.
• Demonstrated experience using support metrics and operational trends to manage performance, identify issues, and guide decisions.
• Proven ability to coach employees, set clear expectations, address performance concerns, and build team capability.
• Strong problem-solving and judgment, with the ability to identify recurring issues, investigate root causes, and coordinate solutions across teams.
• Strong written and verbal communication skills, including the ability to communicate effectively with both technical and nontechnical audiences.
• Bachelor’s degree in a related field or an equivalent combination of education and relevant experience.

Requirements

• Experience leading support across multiple SaaS products or a complex software portfolio.
• Familiarity with customer support platforms such as Salesforce, Zendesk, Freshdesk, or similar systems.
• Experience leading support-process improvements, departmental initiatives, or cross-functional problem resolution.
• Familiarity with AI, automation, or self-service tools used to improve support operations and customer experience.

Benefits

• Fully Remote Work: Work where you’re most productive. We trust you to deliver results.
• Generous PTO: Take time to recharge with paid time off that supports work-life balance.
• Career Growth: Enjoy unlimited access to our Learning & Development library, including HSI’s own LMS content.
• Comprehensive Benefits: Medical, dental, vision, and mental health coverage to support your overall well-being.
• 401(k) Match: Build toward your future with a generous $1-for-$1 company match.
• Competitive Compensation: This position has an annual salary range of $65,000–$75,000. Placement within the range will depend on experience, qualifications, and other business considerations.

Application Process

To ensure a fair and consistent hiring process, all candidates must apply through our online application system. Due to the volume of applications we receive, we are unable to respond to individual inquiries regarding application status or consideration for the role. Candidates whose qualifications closely match our requirements will be contacted directly by our recruiting team.