Customer Support Manager (Support Team Lead)
Job description
As Customer Support Manager, you’ll lead NexaGuard’s customer support function—ensuring fast, high-quality responses for an enterprise SaaS CMP where privacy, consent, and compliance accuracy matters. You’ll own support performance, team coaching, escalations, and operational improvements.
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Lead day-to-day support operations (ticket queue health, SLAs, escalations, coverage planning)
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Coach and develop support team members; run QA and feedback loops
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Build and maintain knowledge base articles, troubleshooting guides, and macros
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Partner with Product/Engineering on bug triage, incident communication, and customer-impact updates
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Track and report support metrics (response time, resolution time, CSAT, backlog, escalation rate)
Requirements
5+ years in SaaS customer support, including 2+ years leading a support team
Experience with support tooling (Zendesk/Freshdesk/Intercom or similar), SLAs, and QA programs
Strong customer communication and calm escalation handling
Comfort supporting technical SaaS workflows (integrations, scripts, web/mobile basics)
High operational rigor: documentation, consistency, and process improvement
Benefits
Salary Range: $95,000 – $150,000
Medical, dental, and vision coverage
401(k) plan
Generous PTO and paid holidays
Remote-first support + home office stipend
Learning & professional development budget
Modern tools + wellness support
Skills
What happens after you apply
You’ll receive a private tracking link immediately. Our team reviews applications and follows up with qualified candidates.
NexaGuard is an equal opportunity employer. Candidate information is processed for recruiting purposes and handled securely.