[Remote] Senior Customer Support Manager

Note: The job is a remote job and is open to candidates in USA. Cordance is seeking a Senior Customer Support Manager to lead their customer support operations across multiple SaaS products. This role involves managing complex customer situations while developing a team of support professionals and ensuring high-quality service delivery.ResponsibilitiesCarry direct responsibility for a portfolio of complex, high-priority, or escalated customer situations requiring senior-level ownership and coordinationLead and develop a team of Customer Support Managers, Team Leads, and/or Support Specialists with accountability for performance, coaching, and operational consistencySupport customers across multiple SaaS products and environments, ensuring effective coordination and consistent service quality despite varying product complexityServe as the senior escalation point for executive-level customer issues, commercially sensitive situations, and cross-functional incidentsDraft, review, and guide high-impact customer communications during escalations, service disruptions, or critical account situationsBalance personal operational responsibilities with leadership responsibilities — ensuring neither customer ownership nor people leadership quality degrades under pressureCoach managers and team members through complex customer interactions, escalation management, and stakeholder communication strategies using real-time operational examplesPartner with Product, Engineering, and Customer Success leadership to drive resolution plans, customer recovery efforts, and systemic operational improvementsMaintain visibility into team performance metrics, SLA adherence, escalation trends, and support quality while actively contributing operationally where neededHelp establish scalable operational processes, escalation frameworks, and communication standards across support teams and product linesLead root cause analysis efforts to identify recurring issues, process gaps, product defects, and opportunities for operational improvementDrive knowledge management strategy, including internal documentation, customer-facing knowledge bases, self-service adoption, and content governanceDefine and enforce ticketing standards, case management processes, documentation requirements, escalation procedures, and support workflow complianceSkills8+ years of experience in customer support or technical support in a B2B SaaS environmentPrior people management experience with direct reports in a support, customer success, or related customer-facing function — with formal accountability for individual performance and developmentProven ability to develop support talent — identifying capability gaps, designing development plans, and delivering feedback that produces measurable improvement in individual performanceStrong operational fluency — able to maintain visibility into a team's queue health, SLA performance, and quality trends without managing the day-to-day triage directlyExperience managing team performance across multiple levels of seniority — including both early-career and senior support specialistsDemonstrated track record of driving support quality improvement at the team level — through case review programs, coaching, process design, or quality framework developmentHistory of cross-functional influence — representing the support team's needs and performance in conversations with CS, Product, Engineering, and Leadership with specificity and credibilityExperience with support tooling at both a practitioner and team management level - Zendesk, Salesforce, HubSpot, or TeamSupport — including data quality oversight and process complianceExceptional communication skills — able to deliver difficult feedback, manage executive escalations, and represent the team to senior leadership with equal directness and careExperience leading remote or distributed support teamsExperience in a Support Team Lead or equivalent player-coach role prior to formal management — demonstrating natural progression through the support leadership career pathBackground building or redesigning support team structures, onboarding programs, quality frameworks, or career development pathwaysExperience designing or owning support performance reporting — dashboards, SLA tracking systems, CSAT reporting, and quality score frameworks that inform management decisionsFamiliarity with knowledge management strategy at the team level — including documentation quality governance, content coverage planning, and self-service optimizationThought leadership in support people management — performance calibration, talent development frameworks, or retention of high-performing support professionalsExperience managing across multiple support channels or product lines simultaneouslyCertifications in customer support, ITIL, people management, or help desk operations are a plusCompany OverviewCordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies. It was founded in 2021, and is headquartered in Raleigh, North Carolina, USA, with a workforce of 501-1000 employees. Its website is https://cordance.co/.