Job Description

Title: Saas Customer Support Manager
Location: Tempe, AZ (full-time hybrid position)

Overview
Our SaaS client offers a high-volume, multi-tenant enterprise platform specializing in business process automation. As part of a dynamic and fast-paced team, you'll work with cutting-edge technologies, tools, and development practices to support multiple business models across various industries.

We’re seeking a Technical Support Manager to lead and evolve a team of support professionals (Level 1 through Level 3). In this role, you’ll be responsible for overseeing support operations, enhancing processes, managing team schedules, and ensuring a top-tier client experience.

This position supports the core SaaS application as well as additional integrated tools. The Technical Support Manager reports to the Vice President of Operations. This is a full-time hybrid role based in Tempe, Arizona.

• Lead and manage a team of hybrid and remote support staff across all levels
• Develop and maintain effective support schedules to ensure consistent coverage
• Maintain and enforce support and security protocols
• Track team performance and ensure service level agreements (SLAs) are met
• Identify and implement process improvements, new tools, and technologies
• Ensure the team receives ongoing training and professional development
• Serve as a point of escalation for complex issues and inquiries
• Collaborate with other departments when issues fall outside the scope of support
• Drive continuous improvement in support operations and client service delivery
• Deliver excellent service to both external customers and internal users

• Proactive, independent problem-solver with a track record of developing effective solutions
• Strong background in SaaS support and support team management
• 5+ years of experience in a technical or software-focused role.
• Proven ability to manage individual performance through coaching, regular feedback, and performance reviews to support professional growth and team success.
• Bachelor’s degree or equivalent combination of experience and education
• Proven success managing support operations in a software environment
• Familiarity with multi-channel support strategies
• Experience with helpdesk systems (Freshdesk preferred)
• Analytical mindset with a focus on metrics, performance, and root-cause resolution
• Strong communicator with experience leading meetings and presenting to all levels of stakeholders

• Ability to read and write basic SQL queries or scripting languages
• Hands-on experience administering Freshdesk
• Familiarity with handling PII and HIPAA compliance requirements
• Knowledge of Office365 tools and administration