Customer Support Manager

SambaSafety

. Lead a team of 15, including 12 Customer Support Representatives and three vertical leads .

Posted 10/24/2026full-timeRemote • United StatesMid-LevelSenior💰 $90,000 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading customer support teams, managing KPIs, and utilizing Salesforce Service Cloud for data-driven decision-making. Proficient in building support infrastructure, coaching representatives, and leveraging AI-enabled tools for process improvements.

Highest-signal resume keywords

Customer Support ManagementSalesforce Service CloudKPI OwnershipAI-Enabled ToolsB2B SaaS Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportKPI DashboardsProcess ImprovementData AnalysisWorkflow MappingReport BuildingSLA ManagementQA ScoringAutomation ToolsCoaching

Soft Skills

Team LeadershipCommunicationAdvocacyProblem-SolvingAdaptability

Tools & Technologies

SalesforceAI ToolsSupport Automation Tools

Industry Keywords

B2BSaaSTelematicsInsuranceMotor Vehicle Records

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead a team of 15, including 12 Customer Support Representatives and three vertical leads
Own team KPIs and the support operating model
Report to the Senior Director, Customer Success
Recruit, onboard, and coach team members
Set expectations and build individual growth plans
Remove organizational, process, and technology roadblocks
Advocate for the team and customers with senior leaders and cross-functional partners
Use Salesforce data to identify trends, root causes, automation opportunities, and expansion opportunities
Own KPIs including response and resolution times, SLA attainment, QA scores, customer satisfaction, and proactive-work time
Build and maintain the team's operating playbook, SOPs, and documentation
Identify and leverage AI-enabled tools and automation
Own the escalation process with Product and Operations teams
Lead customer communications during platform and third-party data provider outages
Drive proactive customer outreach, health-score-driven conversations, and adoption programs
Partner with IT, Product, and leadership to optimize the customer knowledge base and case-object automation
Build support infrastructure and coaching processes to help representatives identify expansion opportunities

Requirements

What you’ll need

5+ years in customer support
3+ years managing people
B2B SaaS customer support experience with queues, SLAs, QA, and KPI dashboards
Hands-on Salesforce Service Cloud skills, including building reports and dashboards independently
Ability to map workflows and configure or prototype process improvements
Ability to use data to find answers and insights, not just report results
Hands-on experience with AI and support automation tools
Experience with fleet, telematics, insurance, or motor vehicle record data preferred
Ability to operate in a fast-paced, high-ambiguity environment with multiple initiatives happening simultaneously

Benefits

Comp & perks

Flexible and generous Paid Time Off and Paid Volunteer Days
401k Employer Match
Generous Healthcare Benefits
Up to 12 weeks paid time off for maternity leave based on tenure
Wellness & Tuition Reimbursement
Flexible Work Arrangements
Lots of SambaSafety swag & SambaSafety Events