First Due
Manager, Customer Support
$100K
Remote - US Only +1 · Remote · Manager · Full-time · Posted Jul 29, 2026
- Location
- Remote - US Only
Remote - United States - Experience
- 5+ years in customer support operations, including at least 2 years directly managing a team of 8+ support agents or specialists in a B2B SaaS environment.
- Visa sponsorship
- Applicants must be authorized to work for any US employer in the United States. The employer cannot sponsor or transition sponsorship ownership of employment visas.
About the job
Manages the daily operations, performance, and development of a customer support team, improving queue health, service quality, and support processes.
What you'll do
- Oversee queue management, ticket triage, escalations, service levels, and operational routines.
- Manage and coach support agents and team leads; run QA, onboarding, training, and performance programs.
- Track and report support KPIs, improve processes, and coordinate customer escalations and release readiness with partner teams.
What they ask for
- At least 5 years in customer support operations, including 2+ years directly managing 8+ support agents or specialists in B2B SaaS.
- Built or substantially improved a support operation; hands-on experience managing queues, triaging tickets, and working through backlogs.
- Designed and run QA and coaching programs that changed agent behavior; experience tracking support KPIs and using scorecards to guide decisions.
- Strong written and verbal communication; operational fluency with a modern support platform.
Nice to have
- Zendesk experience is strongly preferred.
- Experience in mission-critical or compliance-sensitive B2B SaaS, managing remote teams, Jira, training programs, workforce management, or cross-functional handoffs.
Pay
$100,000 (base salary)
Tools
Zendesk, Jira
AI focus
The posting describes the company’s AI-powered analytics product, but does not specify AI work for this role.
Model-written summary · the original posting is authoritative