Manager of Customer Support, Pulley

• 3+ years of experience in customer support, with at least 1 year in a leadership role in a SaaS environment
• Proven ability to lead and motivate teams to deliver exceptional customer service
• Strong problem-solving skills with the ability to simplify complex technical issues for customers
• Excellent written and verbal communication skills, with a keen attention to detail
• Experience in developing and implementing support playbooks and processes
• Familiarity with customer support platforms and tools (e.g., Zendesk, Intercom, Salesforce)

Desirable

• As the Manager of Customer Support, you will lead a team of dedicated support specialists, ensuring our customers receive accurate and timely solutions to their technical inquiries. This role is pivotal in driving customer satisfaction, managing escalations, and fostering a culture of excellence within the team.
• You’ll own the evolution of support playbooks, coach your team for continuous high performance, and collaborate cross-functionally to identify and resolve product challenges. Your leadership will be critical in achieving world-class support standards and ensuring our customers feel valued and supported as a true differentiator for Pulley
• Oversee daily operations of the Customer Support team, ensuring SLAs and KPIs are consistently met
• Provide regular coaching, feedback, and professional development opportunities to support specialists
• Foster a collaborative and customer-focused team culture, emphasizing empathy, accuracy, and problem-solving
• Ensure customer inquiries are resolved efficiently and effectively via email, phone, and chat
• Monitor and manage escalations, serving as the primary point of contact for complex customer issues
• Proactively identify trends in customer challenges to drive continuous improvement in product and service delivery
• Develop, iterate, and maintain support playbooks and standard operating procedures to enhance team efficiency
• Identify opportunities for process automation and tooling improvements to streamline workflows
• Collaborate with cross-functional teams to ensure the knowledge base and customer-facing documentation are accurate and comprehensive
• Partner with Engineering and Product teams to report, prioritize, and resolve bugs
• Act as a voice of the customer, sharing actionable insights and feature requests with relevant stakeholders
• Support the rollout of new product features by coordinating training and ensuring team readiness
• Analyze team performance metrics to identify areas for improvement and implement solutions
• Prepare and present reports on support trends, team productivity, and customer satisfaction to the Pulley leadership team regularly