Senior Customer Support Manager

Cordance is a growth-focused private equity firm dedicated to acquiring and guiding vertical B2B SaaS companies. We partner with founders to scale their businesses, enhance efficiency, and achieve their full potential. We are seeking an experienced and dynamic Senior Customer Support Manager to lead our customer support functions across multiple SaaS products.

Position Overview

The Senior Customer Support Manager is a critical player-coach role responsible for managing complex customer situations and leading a team of support professionals. This individual will balance direct operational ownership with people management, ensuring exceptional service delivery and team development.

Key Responsibilities

• Take direct responsibility for a portfolio of complex, high-priority, or escalated customer situations.
• Lead and develop a team of Customer Support Managers, Team Leads, and/or Support Specialists, focusing on performance, coaching, and operational consistency.
• Provide support across multiple SaaS products, ensuring consistent service quality.
• Act as the senior escalation point for executive-level customer issues, sensitive commercial situations, and cross-functional incidents.
• Draft, review, and guide high-impact customer communications during critical situations.
• Balance personal operational responsibilities with leadership duties.
• Coach managers and team members on complex customer interactions, escalation management, and communication strategies.
• Partner with Product, Engineering, and Customer Success leadership to drive resolution plans and systemic improvements.
• Maintain visibility into team performance metrics, SLA adherence, and support quality.
• Help establish scalable operational processes, escalation frameworks, and communication standards.
• Lead root cause analysis efforts to identify recurring issues and opportunities for improvement.
• Drive knowledge management strategy, including internal documentation and customer-facing knowledge bases.
• Define and enforce ticketing standards, case management processes, and support workflow compliance.

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.
• Proven ability to develop support talent, identify capability gaps, and deliver feedback for measurable improvement.
• Strong operational fluency to maintain visibility into team performance without direct triage management.
• Experience managing team performance across multiple seniority levels.
• Demonstrated track record of driving support quality improvement at the team level.
• History of cross-functional influence with CS, Product, Engineering, and Leadership.
• Experience with support tooling (e.g., Zendesk, Salesforce, HubSpot, TeamSupport) at both practitioner and management levels.
• Exceptional communication skills, capable of delivering difficult feedback and managing executive escalations.
• Experience leading remote or distributed support teams.

Preferred Qualifications

• Experience in a Support Team Lead or equivalent player-coach role.
• Background building or redesigning support team structures, onboarding programs, or quality frameworks.
• Experience designing or owning support performance reporting.
• Familiarity with knowledge management strategy at the team level.
• Thought leadership in support people management.
• Experience managing across multiple support channels or product lines.
• Certifications in customer support, ITIL, people management, or help desk operations.

Why Join Us?

At Cordance, we prioritize our team members' well-being with a comprehensive benefits package:

• Health and Wellness: Comprehensive Health Coverage starting on your first day.
• Retirement Savings: 401K Plan (US) / RRSP (CAN) with generous company match (1:1 for the first 3%, 0.5:1 for the next 2%). Immediate vesting.
• Paid Time Off: Flexible, uncapped PTO.
• Parental Leave: 12 weeks paid leave for all employees.
• Remote Work Support: Monthly stipend ($75 USD / $140 CAD) for phone and internet.
• Holidays: Generous holiday schedule.

EEOC & ADA Statement

Cordance provides equal employment opportunities and prohibits discrimination and harassment. We make reasonable accommodations for applicants and employees with disabilities. Final candidate must pass a background check.