Senior Customer Support Manager

Job Overview

Cordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies through acquisition and long-term tactical and financial guidance.

We’re experienced operators and subject-matter experts with a passion for software and building businesses. We partner with founders to help them scale their businesses and realize their companies’ full potential.

Job Description

We look for businesses with strong leadership and high potential for profitable growth, and work together to increase year-over-year revenue, company efficiency, and impact. Cordance envisions that all companies we work with achieve their full potential.

We embrace what makes each company great and build on those foundations. We believe in elevating a company as it scales, delivering dignity to the organization and its employees, and sharing a passion for building a legacy.

They are expected to model excellent customer communication, sound judgment, and strong cross-functional partnership while helping managers and specialists develop those same capabilities.

Key Responsibilities

• We’re experienced operators and subject-matter experts with a passion for software and building businesses.
• We look for businesses with strong leadership and high potential for profitable growth, and work together to increase year-over-year revenue, company efficiency, and impact.
• We embrace what makes each company great and build on those foundations.
• We believe in elevating a company as it scales, delivering dignity to the organization and its employees, and sharing a passion for building a legacy.
• Position Overview The Senior Customer Support Manager is a senior-level player-coach leadership role responsible for both managing a portfolio of complex customer situations and leading a team of Customer Support Managers, Team Leads, and/or Support Specialists across multiple SaaS products.
• This individual balances direct operational ownership with formal people leadership responsibilities.
• They remain actively engaged in high-priority customer work - including escalations, strategic accounts, sensitive communications, and complex support issues - while also driving team performance, coaching, operational consistency, and leadership development across the organization.
• The Senior Support Manager serves as both an escalation leader and an operational example for the broader support organization.

Required Skills and Qualifications

• We’re experienced operators and subject-matter experts with a passion for software and building businesses.
• The ideal candidate brings significant experience supporting multiple B2B SaaS products, leading customer-facing teams, and managing executive-level customer escalations with professionalism, urgency, and accountability.
• Drive knowledge management strategy, including internal documentation, customer-facing knowledge bases, self-service adoption, and content governance.
• Required Qualifications 8+ years of experience in customer support or technical support in a B2B SaaS environment Prior people management experience with direct reports in a support, customer success, or related customer-facing function - with formal accountability for individual performance and development Proven ability to develop support talent - identifying capability gaps, designing development plans, and delivering feedback that produces measurable improvement in individual performance Strong operational fluency - able to maintain visibility into a team's queue health, SLA performance, and quality trends without managing the day-to-day triage directly Experience managing team performance across multiple levels of seniority - including both early-career and senior support specialists Demonstrated track record of driving support quality improvement at the team level - through case review programs, coaching, process design, or quality framework development History of cross-functional influence - representing the support team's needs and performance in conversations with CS, Product, Engineering, and Leadership with specificity and credibility Experience with support tooling at both a practitioner and team management level - Zendesk, Salesforce, HubSpot, or TeamSupport - including data quality oversight and process compliance.
• Exceptional communication skills - able to deliver difficult feedback, manage executive escalations, and represent the team to senior leadership with equal directness and care Experience leading remote or distributed support teams.
• Preferred Qualifications Experience in a Support Team Lead or equivalent player-coach role prior to formal management - demonstrating natural progression through the support leadership career path Background building or redesigning support team structures, onboarding programs, quality frameworks, or career development pathways Experience designing or owning support performance reporting - dashboards, SLA tracking systems, CSAT reporting, and quality score frameworks that inform management decisions Familiarity with knowledge management strategy at the team level - including documentation quality governance, content coverage planning, and self-service optimization Thought leadership in support people management - performance calibration, talent development frameworks, or retention of high-performing support professionals Experience managing across multiple support channels or product lines simultaneously Certifications in customer support, ITIL, people management, or help desk operations are a plus Please note that we do not accept unsolicited resumes, work on a Corp-to-Corp basis, or engage with non-vetted external agencies.
• Final candidate must be able to pass a background check.
• To view applicant notices required under federal and state law, please visit:

Benefits and Perks

• When you join us, you’ll enjoy a comprehensive benefits package designed to support your health, financial well-being, and work-life balance: Health and Wellness: Comprehensive Health Coverage: Coverage begins on your first day of employment.
• Retirement Savings: 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%.
• Paid Time Off: Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life.
• Holidays: Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.
• If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Cordance is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.