Customer Support Manager (US Shift)

About the role

SocialPilot, a B2B SaaS social media management platform, is hiring a Customer Support Manager (US Shift) to partner with its customers and help them achieve their social media goals. Working as part of the customer success team, you will help prospects understand whether SocialPilot is the right platform, resolve issues, and guide customers in adopting new features. The position is fully remote.

Key responsibilities

• Maintain consistent, high-quality support across email, chat and voice channels by upholding support standards and guidelines
• Act as escalation point for complex issues and ensure timely resolution
• Monitor team performance, KPIs, SLAs, CSAT and quality metrics
• Develop, document and improve support processes, workflows and the knowledge base
• Collaborate with Product, Engineering and other teams to resolve issues and share customer feedback
• Handle support tickets and calls as an independent contributor (IC)

Required profile

• 8 years of experience in customer support within a B2B SaaS company
• Excellent written and spoken English (mandatory)
• 3+ years managing or leading a customer support team
• Ability to work independently and manage teams during the night shift

Required skills

• Hands-on support via email, chat and calls
• Support systems such as HelpScout, Zendesk and similar platforms
• Ticket management, escalation handling and customer satisfaction metrics