Note: The job is a remote job and is open to candidates in USA. CyberCoders is a rapidly growing SaaS company located in the greater Salt Lake City, Utah area, and they are seeking a remote Customer Support Manager to lead a high-performing support team. The role focuses on managing day-to-day application support operations, resolving customer issues, and driving continuous improvements in processes and team performance.
Responsibilities
- Lead, coach, and grow a remote customer support team, including hiring, onboarding, training, and conducting regular performance reviews
- Own day-to-day application and SaaS support operations, ensuring timely, accurate responses and resolution of customer issues
- Manage and optimize JIRA workflows and ticketing processes to ensure efficient case routing, prioritization, and resolution
- Set, monitor, and report on support KPIs (e.g., SLA adherence, first response time, resolution time, NPS/CSAT) and drive initiatives to improve those metrics
- Serve as primary escalation point for complex or high-priority customer issues and coordinate cross-functional resolution with Product and Engineering
- Implement and maintain knowledge base, runbooks, and standard operating procedures to scale support and reduce ticket volume
- Collaborate with Billing and Finance teams on billing-related inquiries and escalations; support ERP or utility billing workflows when required
- Drive continuous process improvement initiatives, including root-cause analysis, recurring issue prevention, and automation of manual tasks
- Manage ticket response standards and ensure consistent, professional communication with customers across channels
- Provide regular reporting and insights to leadership on team performance, common product issues, and customer trends
Skills
- 5+ years in customer support or application support roles with at least 2 years in a people management position (remote experience preferred)
- Proven experience supporting SaaS products and production applications, including incident triage and root-cause coordination
- Hands-on experience using and administering JIRA and related ticketing systems; strong workflow and queue management skills
- Demonstrated ability to define and manage KPIs and performance reviews to drive team outcomes
- Excellent written and verbal communication skills, customer empathy, and stakeholder management across Product, Engineering, and Sales
- Experience with ticket response SLAs, escalation management, and building/maintaining knowledge bases
- Experience with billing support, ERP systems, or utility billing workflows
- Familiarity with billing dispute resolution, subscription billing models, or related SaaS billing operations
Benefits
- Vacation/PTO
- Medical
- Dental
- Vision
- 401k
- Bonus
- Telecommute
Company Overview