Customer Support Manager

Sprout Social, Inc.

. Integrate newly acquired support teams by building relationships with engineering, sales, and success and establishing processes and knowledge repositories .

Posted 10/6/2026full-timeRemote • United StatesMid-LevelSenior💰 $85,600 - $107,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading high-volume Customer Support teams within SaaS or B2C environments, focusing on operational improvements, performance management, and effective communication. Proficient in project management and developing scalable support processes while fostering relationships across cross-functional teams.

Highest-signal resume keywords

Customer Support ManagementProject ManagementKPI AnalysisCross-Functional CollaborationDiversity, Equity, and Inclusion Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportProject ManagementKPI UnderstandingOperational ImprovementTechnical BackgroundPerformance ReportingProcess DevelopmentSupport Tools ManagementEmerging AI TechnologiesSocial Media Proficiency

Soft Skills

Communication SkillsEmpathyCoachingRelationship BuildingTeam Leadership

Tools & Technologies

ZendeskSalesforceChat PlatformsTicketing SystemsCRM Software

Industry Keywords

SaaSB2CCustomer ExperienceSupport CapacityPerformance Metrics

About the role

Key responsibilities & impact

Integrate newly acquired support teams by building relationships with engineering, sales, and success and establishing processes and knowledge repositories
Lead a group of individual contributors through a Diversity, Equity and Inclusion lens
Oversee coverage needs, team capacity, performance, growth, and qualitative and quantitative KPIs
Identify operational risks and lead real-time response plans
Develop and manage scalable support processes and centralized knowledge repositories
Cultivate relationships with account and engineering teams to drive positive changes
Collaborate across the leadership team, Support organization, and Sprout to drive the voice of the customer
Conduct performance check-ins, coaching conversations, and career development discussions
Provide routine reporting on team performance, blockers, and opportunities
Establish feedback loops with Engineering leadership for technical escalations and product development
Project manage initiatives improving customer and employee experiences
Contribute to strategic planning and forecasting to ensure appropriate support capacity
Maintain healthy queue performance, meet or exceed SLAs, and scale support coverage with business growth

Requirements

What you’ll need

6+ years in a high volume, real time Customer Support role in SaaS or B2C Technical Support
1+ years of experience leading distributed, dynamic, multi-channel teams and driving performance results through deep KPI understanding
Demonstrated project management experience, with a track record of driving operational improvements, securing resources, and effectively removing blockers for your team
Experience managing support tools such as chat/ticketing platforms and CRMs
Experience with Zendesk and/or Salesforce is a plus
Experience leading complex cross-functional initiatives is preferred
A technical background or degree, such as CS or IT, is preferred
Strong internal and external communication skills with natural empathy for customers and employees
Proficiency with social media and emerging AI technologies
Must be eligible to work in the United States; Sprout Social participates in E-Verify in certain locations

Benefits

Comp & perks

Premium BCBSIL medical, dental (high/low plans), and vision (Eyemed) insurance for you and your eligible dependents
Full, free access to Modern Health for you and your dependents, including coaching, therapy sessions, and digital wellness resources
401(k) plan with a 50% company match on your first 6% of contributions (a 3% total match)
100% employer-paid Life and Disability insurance
Flexible PTO policy
Additional company-wide Rest & Recharge days throughout the year
Up to 16 weeks of paid parental leave
$1,000 USD annual Lifestyle Spending Account
One-time $550 USD home office setup stipend
Monthly $50 USD internet stipend
16 hours of paid volunteer time annually
$100 annual match for charitable donations
Pre-tax commuter benefits
Subsidized child/eldercare through Care.com
Discounted pet insurance through Figo
No-cost personalized financial wellness support through Your Money Line
Remote work flexibility in the United States