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Support Manager (Remote - Anywhere) at Jobgether. This position is posted by Jobgether on behalf of a partner company. We are currently looking for a SUPPORT MANAGER in Anywhere.. As a Support Manager, you will lead a small, dynamic team of Account Managers and Technical Support Specialists, ensuring exceptional customer experiences across all channels. You will act as the bridge between customers, product, and development teams, turning support insights into actionable improvements. Your role will involve optimizing workflows, implementing tools and processes, and fostering a client-first culture. With a focus on both operational excellence and strategic impact, you will help reduce churn, improve satisfaction metrics, and drive growth. This position is fully remote, offering the chance to collaborate with a global, multicultural team while shaping the future of customer support in a high-growth SaaS environment.. . Accountabilities. In this role, your main responsibilities will include:. . Leading, mentoring, and managing a remote team of Account Managers and Technical Support Specialists.. . Designing and optimizing support processes, workflows, and tools to enhance efficiency and customer satisfaction.. . Linking support insights to product development and revenue impact, prioritizing fixes based on churn risk and customer value.. . Monitoring and improving key support metrics such as NPS, CSAT, First Contact Resolution, Customer Effort Score, and escalation prevention.. . Coaching team members, addressing performance issues, and maintaining a resilient and motivated team culture.. . Scaling support through automation, AI chatbots, macros, and self-service workflows.. . Collaborating with cross-functional teams to align support policies with broader company goals.. . Maintaining and updating knowledge base content, ensuring accuracy and accessibility for both customers and internal teams.. . . To succeed in this role, you should have:. . 3+ years of experience in customer support within a SaaS company, with proven leadership capabilities.. . Strong understanding of software applications and the ability to quickly learn complex systems; familiarity with CRM, marketing automation, and email platforms is a plus.. . Analytical and troubleshooting skills to address escalated issues and develop creative solutions.. . Excellent communication skills for providing guidance to customers and constructive feedback to team members.. . Detail-oriented, organized, and able to manage multiple tasks in a fast-paced, high-growth environment.. . Commitment to customer satisfaction and fostering a client-first culture within the team.. . Fluency in English (spoken and written); additional languages are an asset.. . Willingness to work within Pacific Time business hours and manage remote workflows effectively.. . . Company Location: United States.