SaaS Customer Support Manager
 Vaco | |
$90,000.00 - $130,000.00 / yr
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 United States, North Carolina, Raleigh | |
 Jul 31, 2025 | |
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SaaS Technical Customer Support Manager Summary:
TheManager of Customer Care will be responsible for the day-to-day activities of the supportteam. Your responsibilities include ensuring the satisfaction of all customers through effective andefficient delivery of support. In this role, you will develop the team and their skills relative to ongoinggeneral product knowledge and related technology knowledge and experience. You will be responsiblefor managing all work to ensure it is completed on time and meets customers' expectations. Your focus willbe delivering high customer satisfaction and high employee satisfaction. You will be an advocate forcustomers and your team; reporting to the Director, Customer Care.This is a unique opportunity in that you are able to get in on the ground floor of the next high growth tech company in Raleigh with plans for extreme growth for both the company and the individuals in it. Key ResponsibilitiesQueue Management:* Supervise Support Teams and Team Leads to ensure balanced workload distribution and queuemanagement across the team(s)* Coordinate with Support Teams and Team Leads to forecast staffing needs and adjust schedules tomaintain service levels.Quality Assurance Management:* Oversee quality assurance strategies to uphold service standards.* Analyze quality metrics and trends to identify training needs and process improvements.Fielding Customer Escalations:* Support the team in handling escalated customer issues, ensuring timely and effective resolutions.* Coordinating a leadership call with the client and success to discuss the escalation and any nextsteps* Empower Team Leads to make decisions on escalated cases, providing guidance to maintaincustomer satisfaction.Performance Management:* Collaborate with peers to set individual and team performance goals; track progress and providedevelopmental feedback.* Conduct performance appraisals for Team Leads and support them in managing their direct reports.Metrics Management:* Oversee the analysis and reporting of customer support metrics by team leads to ensure targets aremet.* Use metrics to identify areas for operational improvement and collaborate with team leads toimplement changes.Team Communications/Camaraderie:* Facilitate regular communication channels between team leads and their teams to fostertransparency and collaboration.* Organize team-building activities to promote a positive, cohesive work environment.CSAT Monitoring:* Work with team leads to review CSAT scores and address areas affecting customer satisfaction.* Implement and monitor action plans to improve CSAT based on team performance and feedback.Schedule Adherence:* Monitor and support team leads in managing their teams' schedule adherence, including PTO andsick time.* Balance workforce needs with individual flexibility, ensuring coverage without compromising teamwell-being.Engaging as a Player/Coach:* Step in to assist with case resolution and backlog management when needed, setting a proactiveleadership example.* Coach team leads in fostering a culture of accountability and continuous improvement amongindividual contributors.Qualification & Skills* Must be able to work in a hybrid environment 3 days a week onsite in Raleigh* 3+ years experience in a leadership or management position.* Strong problem-solving abilities with a logical approach to issues* Experience managing shift schedules and team coverage* Excellent communication skills for interacting with clients, teams, and management* Effective time management with the capability to juggle multiple tasks* Basic proficiency with MS Office applications* Familiarity with legal products is a plus* Experience with document management systems, such as iManage or Netdocuments, ispreferred* Demonstrated initiative in leading company and team projects* Adaptability in a dynamic work environment* Skill in managing sensitive client relationships with patience and professionalism* Ability to lead and effectively manage a client-focused team* Clear and timely communication of issues and statuses* Ability to work collaboratively within a team* Quick learning capacity for new skills and concepts* Aptitude for thinking on one's feet and multitasking* Competence in capturing and relaying client needs internally* Outstanding interpersonal skills for people managementWhy apply for this job?If you are a Supportprofessional that wants the opportunity to work on fulltime with a high growth organization looking to make a big impact on the Raleigh tech scene, then apply today!Unable to partner with 3rd party vendors for this opportunityThis position requires authorization to work in the U.S.This position is unable to sponsor H1Bs.Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. EEO Notice
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law. Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com . Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal. By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal. Privacy Notice
Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses. | |