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About ManageCasa
ManageCasa is a cutting-edge SaaS platform dedicated to simplifying and enhancing the property management experience for property managers, landlords, and homeowner associations. Our mission is to empower our customers with intuitive tools to manage their businesses efficiently.
Position Summary
We are seeking a proactive and customer-focused SaaS Support Manager to lead and manage our support team, ensuring our customers receive exceptional service and timely resolutions to their issues. The ideal candidate will bring a passion for customer satisfaction, strong leadership skills, and experience managing a support team in a SaaS environment.
Key ResponsibilitiesCustomer Support Leadership
- Oversee daily operations of the support team, ensuring SLAs and KPIs are consistently met.
- Develop and implement strategies to improve support efficiency and customer satisfaction.
- Monitor and analyze support metrics to identify trends, address challenges, and improve processes.
Team Management
- Support team members to deliver outstanding customer experiences.
- Provide regular feedback to team members, fostering a culture of continuous improvement.
- Manage schedules and workload to ensure adequate coverage during business hours.
Customer Experience
- Act as the escalation point for complex or high-priority issues, ensuring timely resolution and communication with customers.
- Partner with the Customer Success and Product teams to gather feedback and advocate for customer needs.
- Develop and maintain a comprehensive knowledge base and self-service resources for customers.
Process Improvement
- Evaluate and implement tools and systems to enhance support processes and customer interactions.
- Drive automation and efficiency initiatives to streamline ticket resolution and improve customer satisfaction.
- Collaborate with Product and Engineering teams to resolve bugs and implement customer-requested features.
QualificationsExperience
- 5+ years of experience in a customer support role, with 2+ years in a leadership position within a SaaS company.
- Proven track record of managing and scaling a support team to meet growing customer demands.
Skills
- Exceptional communication and interpersonal skills, with a customer-first mindset.
- Strong analytical skills and experience with support metrics and reporting.
- Ability to handle escalations with professionalism and a focus on resolution.
Technical Knowledge
- Proficiency with support tools such as Zendesk, Hubspot or similar platforms.
- Understanding of SaaS platforms and basic technical troubleshooting.
ManageCasa Inc. San Francisco, California, USA Office
44 Tehama Street, San Francisco, CA, United States, 94105
What you need to know about the San Francisco Tech Scene
San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
Key Facts About San Francisco Tech
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- Research Centers and Universities: Stanford University; University of California, Berkeley; University of San Francisco; Santa Clara University; Ames Research Center; Center for AI Safety; California Institute for Regenerative Medicine
