Customer Support Manager (SaaS) at TownTasks - New York City, New York Customer Support Manager (SaaS) - TownTasks

Customer Support Manager (SaaS)

TownTasks

Location: New York City, New York, USA

Category: Customer Support

Salary: 70,000 - 90,000 USD / yearly

Full-time

Job Description

TownTasks is seeking a Customer Support Manager with SaaS and networking industry knowledge to lead and manage a team of Level 1 and Level 2 Support Agents. This role will focus on ensuring timely and effective resolutions for customer inquiries and technical issues.

Responsibilities

  • Lead, manage, hire and train Level 1 and Level 2 support teams
  • Collaborate with team and third-party leadership to define strategy
  • Ensure adherence to SLAs and escalate critical issues
  • Develop and implement training programs
  • Work alongside Level 3 Support agents, engineering, and product teams
  • Troubleshoot and resolve support tickets efficiently
  • Create and implement team KPIs

Qualifications

  • Technical Support leadership experience in a SaaS product environment
  • Experience with Mikrotik, Ubiquity, Ruckus, Aruba, Cloud technologies
  • Experience working in the networking industry or strong understanding of networking concepts

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