Mitti by SafetyCulture

Customer Support

• Own the health and performance of the AMER shift, making real-time decisions on coverage, queue priorities, and workload
• Lead, coach, and develop Support Analysts through one-on-ones, performance conversations, and career development
• Serve as the primary escalation point for complex, sensitive, or high-stakes customer issues
• Use customer satisfaction, SLA adherence, and productivity data to identify patterns and root causes
• Design, deliver, and embed workflows and process-improvement projects
• Monitor AI chatbot performance and collaborate with Quality & Training and AI teams to improve AI-driven support workflows
• Partner with Talent Acquisition to hire Support Analysts and onboard new starters
• Bring customer feedback to Customer Experience, Product, and Engineering
• Provide structured team-performance reporting to senior leadership
• Ensure customer satisfaction and SLA targets are met, processes remain adopted, recurring issues are fixed at root cause, and the shift operates steadily

Explore Customer Support Manager at Mitti by SafetyCulture. Review requirements and application details.

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Customer Support Manager