Senior Customer Support Manager

Senior Customer Support Manager (Remote, USA)

Cordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies through acquisition and long-term tactical and financial guidance. We are experienced operators and subject-matter experts with a passion for software and building businesses. We partner with founders to help them scale their businesses and realize their companies’ full potential.

About the Role

The Senior Customer Support Manager is a senior-level player-coach leadership role responsible for 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. This individual balances direct operational ownership with formal people leadership responsibilities. They will remain actively engaged in high-priority customer work, including escalations, strategic accounts, sensitive communications, and complex support issues, while also driving team performance, coaching, operational consistency, and leadership development.

The Senior Support Manager will serve as an escalation leader and an operational example for the broader support organization, modeling 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.
• 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, ensuring neither customer ownership nor people leadership quality degrades under pressure.
• 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 while actively contributing operationally where needed.
• 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.

Requirements

• 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, with formal accountability for individual performance and development.
• Proven ability to develop support talent, identifying capability gaps, designing development plans, and delivering feedback that produces measurable improvement.
• Strong operational fluency, able to maintain visibility into team performance without managing day-to-day triage directly.
• 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 credibly to other departments.
• Experience with support tooling (e.g., Zendesk, Salesforce, HubSpot, TeamSupport) at both a practitioner and team management level.
• 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 and dashboards.
• Familiarity with knowledge management strategy at the team level.
• Thought leadership in support people management.
• Experience managing across multiple support channels or product lines simultaneously.
• Certifications in customer support, ITIL, people management, or help desk operations are a plus.

What We Offer

• Health and Wellness: Comprehensive Health Coverage starting on your first day of employment.
• Retirement Savings: 401K Plan with a generous company match (US-based employees).
• Paid Time Off: Flexible, uncapped paid time off.
• Parental Leave: 12 weeks paid leave for all employees.
• Remote Work Support: Monthly stipend ($75 USD / $1