[Hiring] Senior Customer Support Manager @Cordance

Role Description

The Senior Customer Support Manager is a senior-level player-coach leadership role responsible for both managing a portfolio of complex customer situations and leading a team of Customer Support Managers, Team Leads, and/or Support Specialists across multiple SaaS products.

• Balance direct operational ownership with formal people leadership responsibilities.
• Remain actively engaged in high-priority customer work — including escalations, strategic accounts, sensitive communications, and complex support issues.
• Drive team performance, coaching, operational consistency, and leadership development across the organization.
• Model excellent customer communication, sound judgment, and strong cross-functional partnership.

Key Responsibilities

• Carry direct responsibility for a portfolio of complex, high-priority, or escalated customer situations requiring senior-level ownership and coordination.
• Lead and develop a team of Customer Support Managers, Team Leads, and/or Support Specialists with accountability for performance, coaching, and operational consistency.
• Support customers across multiple SaaS products and environments, ensuring effective coordination and consistent service quality despite varying product complexity.
• Serve as the senior escalation point for executive-level customer issues, commercially sensitive situations, and cross-functional incidents.
• Draft, review, and guide high-impact customer communications during escalations, service disruptions, or critical account situations.
• Balance personal operational responsibilities with leadership responsibilities.
• Coach managers and team members through complex customer interactions, escalation management, and stakeholder communication strategies.
• Partner with Product, Engineering, and Customer Success leadership to drive resolution plans, customer recovery efforts, and systemic operational improvements.
• Maintain visibility into team performance metrics, SLA adherence, escalation trends, and support quality.
• Help establish scalable operational processes, escalation frameworks, and communication standards across support teams and product lines.
• Lead root cause analysis efforts to identify recurring issues, process gaps, product defects, and opportunities for operational improvement.
• Drive knowledge management strategy, including internal documentation, customer-facing knowledge bases, self-service adoption, and content governance.
• Define and enforce ticketing standards, case management processes, documentation requirements, escalation procedures, and support workflow compliance.

Qualifications

• 8+ years of experience in customer support or technical support in a B2B SaaS environment.
• Prior people management experience with direct reports in a support, customer success, or related customer-facing function.
• Proven ability to develop support talent — identifying capability gaps, designing development plans, and delivering feedback that produces measurable improvement in individual performance.
• Strong operational fluency — able to maintain visibility into a team's queue health, SLA performance, and quality trends.
• Experience managing team performance across multiple levels of seniority.
• Demonstrated track record of driving support quality improvement at the team level.
• History of cross-functional influence — representing the support team's needs and performance in conversations with CS, Product, Engineering, and Leadership.
• Experience with support tooling at both a practitioner and team management level - Zendesk, Salesforce, HubSpot, or TeamSupport.
• Exceptional communication skills — able to deliver difficult feedback, manage executive escalations, and represent the team to senior leadership.
• Experience leading remote or distributed support teams.

Preferred Qualifications

• Experience in a Support Team Lead or equivalent player-coach role prior to formal management.
• Background building or redesigning support team structures, onboarding programs, quality frameworks, or career development pathways.
• Experience designing or owning support performance reporting — dashboards, SLA tracking systems, CSAT reporting, and quality score frameworks.
• Familiarity with knowledge management strategy at the team level.
• Thought leadership in support people management — performance calibration, talent development frameworks, or retention of high-performing support professionals.
• Experience managing across multiple support channels or product lines simultaneously.
• Certifications in customer support, ITIL, people management, or help desk operations are a plus.

Benefits

• Comprehensive Health Coverage: Coverage begins on your first day of employment.
• 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%.
• RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%.
• Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life.
• 12 weeks paid leave for all employees.
• Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely.
• Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.