Customer Support Manager (US Shift)

Overview

Customer Support Manager (US Shift) role at SocialPilot, a B2B SaaS social media management platform, focused on helping customers succeed with their social media goals and leading customer support across channels.

What you'll do

• 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
• Work as an individual contributor to handle support tickets and calls
• Help prospects understand whether SocialPilot is the right platform for them
• Work with customers to resolve issues and help them adopt new features

What you'll need

• 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 manage teams during the night shift

Details

• US shift (night shift)
• Locations: Ahmedabad, India; Gurugram, India