Customer Support Manager (US Shift)

SocialPilot is looking for a Customer Support Manager (US Shift) to partner with SocialPilot’s customers and make them truly successful in achieving their social media goals. As a part of the customer success team, you will help prospects to understand if SocialPilot is the right platform for them. You will also work with customers to resolve any issues, help them adopt new features, and overall be their partner in success. Job description: Ensure consistent, high-quality customer support across email, chat, and voice channels by maintaining support standards and guidelines Act as an escalation point for complex customer issues and ensure timely resolution Monitor team performance, KPIs, SLAs, CSAT, and quality metrics Develop, document and improve support processes, workflows, and knowledge base. Collaborate with Product, Engineering, and other internal teams to resolve issues and share customer feedback Should be able to work as an IC to handle support tickets and calls Requirements: 8 years of experience in customer support within a B2B SaaS company Excellent written and verbal English communication skills (mandatory) 3+ years of experience managing or leading a customer support team Hands-on experience handling customer support via emails, chats, and calls Strong working knowledge of support systems such as HelpScout, Zendesk, and similar platforms Experience with ticket management, escalation handling, and customer satisfaction metrics Ability to work independently and m