About the Role:
We are seeking an experienced and driven Support Manager who is highly technical and capable of leading our customer support operations. You will oversee all support channels—including Email, Phone, and Live Chat—and manage a team that troubleshoots and resolves issues related to our SaaS platform and their WordPress websites. This role demands a deep technical foundation to understand and resolve complex issues, from backend integrations to front-end performance. You will work closely with designers, developers, QA and Customer Success teams, seamlessly bridging our technical and customer-facing functions by translating complex technical information into clear, user-friendly language. Experience with web and e-commerce projects (such as Magento, WooCommerce, or Shopify) is preferred, and knowledge of website usability, conversion optimization, analytics, email marketing, and SEO is considered an asset.
Key Responsibilities:
Leadership & Strategy:
- Lead, mentor, and develop the customer support team across all channels.
- Manage SLAs to maintain high service standards and continuously improve support policies and escalation procedures.
- Collaborate with Product, Engineering, and QA teams to proactively address recurring technical issues and enhance platform stability.
Customer Support Operations:
- Oversee daily operations for Email, Phone, and Live Chat, ensuring rapid and effective responses.
- Monitor and optimize key performance indicators such as response times, resolution rates, and customer satisfaction scores (CSAT, NPS).
- Manage high-priority escalations, ensuring that complex technical issues are resolved swiftly.
Technical Expertise & Problem-Solving:
- Provide direct support for technical issues affecting Breadstack’s SaaS platform and WordPress websites.
- Seamlessly bridge our technical and customer-facing teams by working closely with product developers, engineers, and designers to translate complex technical language into clear, customer-friendly communication.
- Utilize Jira for detailed issue tracking, ensuring rigorous documentation, timely updates, and proper escalation.
Project & Process Management:
- Apply project management principles to coordinate and optimize support workflows, ensuring proper ticket categorization, prioritization, and resolution.
- Oversee end-to-end management of support projects and process improvements.
Team & Talent Development:
- Build and maintain a high-performing, technically proficient support team.
- Implement targeted training programs to enhance technical skills and support best practices.
- Foster a collaborative, supportive, and high-energy team culture.
Qualifications:
- 5+ years of experience in technical customer support, with at least 2 years in a leadership role.
- Demonstrated technical expertise with SaaS platforms and WordPress, including backend integrations and frontend performance issues.
- Preferred experience with web and e-commerce projects (Magento, WooCommerce, Shopify).
- Proficiency in Jira and familiarity with support ticketing systems (e.g., Zendesk, Freshdesk, Zoho Desk).
- Strong project management, problem-solving, and analytical skills.
- Excellent interpersonal, written, and verbal communication skills, with the ability to translate complex technical concepts for diverse audiences.
- Ability to thrive in a fast-paced, remote-first environment and manage distributed teams.
- Bonus: Experience with e-commerce usability, conversion optimization, analytics, email marketing, and SEO; knowledge of PHP is an asset.
What We Offer:
- Enjoy the flexibility of managing your own schedule in our hybrid environment.
- Comprehensive health & dental benefits to keep you and your family healthy.
- $1,000 annual professional development allowance to invest in your growth and learning.
- $250 annual wellness benefit to support your physical and mental well-being.
