# Senior Customer Support Manager Remote from[USA](https://jobicy.com/job-region/usa.md)Annual salary Undisclosed Salary information is not provided for this position. Check our [Salary Directory](https://jobicy.com/salaries.md) to estimate the average compensation for similar roles.Department [Customer Success](https://jobicy.com/categories/supporting.md) Employment type Full Time, Job posted12 Jun 2026Apply before12 Jul 2026Experience level Senior Views / Applies 1759 / 138 [About company](https://jobicy.com/company/cordance.md) [Share](#share) About [Cordance](https://jobicy.com/company/cordance.md) We support successful, founder-run businesses with a financial and strategic boost to grow without sacrificing quality, talent, or culture. * [Computer Software](https://jobicy.com/company-category/software.md) * 2021 Actively Hiring Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance. Tailor Resume Check Job Fit Cover Letter ### Tailor my resume to this job Discover how to best rewrite and optimize your resume for this specific job. You'll receive personalized suggestions and detailed guidance to highlight your key strengths, effectively address the job requirements, and make your application more compelling to recruiters and hiring managers. After analyzing your resume, I can provide several recommendations to better position yourself for this role. Your background in software development shows strong technical skills, particularly in Java and Python development. However, for this Senior Backend Developer position, I notice there could be more emphasis on your experience with microservices architecture and cloud technologies, which are key requirements for this role. I recommend highlighting specific projects where you utilized these technologies and quantifying your achievements to demonstrate impact... Upgrade to Plus ### Am I a good fit for this job? 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Upgrade to Plus ### AI Summary Cordance is seeking a Senior Customer Support Manager to lead and oversee customer support operations across multiple B2B SaaS products. This player-coach role involves managing complex customer escalations while developing and coaching a team of support managers and specialists. The ideal candidate will have extensive experience in handling executive-level issues and driving operational excellence. This position requires strong cross-functional collaboration with Product, Engineering, and Customer Success teams to improve processes and customer satisfaction. The role offers an opportunity to shape support strategy and build scalable frameworks in a growing organization. ### Role DNA Job Complexity Easy Hard Pace & Pressure Relaxed Fast-paced Autonomy Level Guided Full Ownership Communication Load Independent Highly Collaborative AI Insight The role combines high-level strategic leadership with direct involvement in complex customer situations, requiring advanced problem-solving, emotional intelligence, and operational expertise. Balancing team development with hands-on escalation management in a multi-product environment makes this position highly challenging. ### Salary Analysis Median Market Rate $120,000US Market $90k – 160k 0 $176k AI Insight No salary was provided in the listing. For a Senior Customer Support Manager in the US B2B SaaS industry, the market median is approximately $120,000. This role demands significant experience and leadership, so a competitive offer would fall in the $110,000-$130,000 range to attract top talent. ### Core Skills Required [Customer Support](https://jobicy.com/jobs?search_keywords=Customer+Support.md) [B2B SaaS](https://jobicy.com/jobs?search_keywords=B2B+SaaS.md) [Team Leadership](https://jobicy.com/jobs?search_keywords=Team+Leadership.md) [Escalation Management](https://jobicy.com/jobs?search_keywords=Escalation+Management.md) [Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Crossfunctional+Collaboration.md) [Coaching](https://jobicy.com/jobs?search_keywords=Coaching.md) [SLA Management](https://jobicy.com/jobs?search_keywords=SLA+Management.md) [Process Improvement](https://jobicy.com/jobs?search_keywords=Process+Improvement.md) [Root Cause Analysis](https://jobicy.com/jobs?search_keywords=Root+Cause+Analysis.md) [Knowledge Management](https://jobicy.com/jobs?search_keywords=Knowledge+Management.md) ### Cover Letter Sample I am excited to apply for the Senior Customer Support Manager position at Cordance. With over [X] years of experience in B2B SaaS support leadership, I have a proven track record of managing complex customer situations and building high-performing teams. My background includes direct involvement in escalations, cross-functional collaboration, and process improvement, aligning perfectly with the player-coach nature of this role. In my previous role at [Company], I led a team of support managers while personally handling executive-level escalations and driving operational consistency across multiple products. I am passionate about coaching team members to excel in customer interactions and implementing scalable frameworks that enhance both customer satisfaction and team efficiency. I am particularly drawn to Cordance's mission of accelerating B2B SaaS companies and its focus on building legacies. I am confident my skills in escalation management, root cause analysis, and knowledge management would enable me to contribute immediately and drive positive outcomes for both customers and the organization. Copy ### Sample Interview Questions Can you describe a time when you had to manage a high-stakes customer escalation involving an executive? What steps did you take, and what was the outcome?In my previous role, a major account experienced a critical service disruption that affected their operations. I immediately assembled a cross-functional team including Engineering and Product, established a communication cadence with the customer's executive team, and provided regular updates. I personally led the root cause analysis and implemented a system change to prevent recurrence. The customer appreciated our transparency and speed, and we retained the account with a strengthened relationship.How do you balance your time between direct customer work and leading your team?I prioritize by assessing urgency and impact. For example, I block out daily time for team check-ins and coaching, but I remain flexible for escalations. I delegate routine tasks and empower my team to handle less critical issues. I also use data to identify when to step in operationally versus focus on strategic improvements. Regular retrospectives help me adjust the balance as needed.Describe your approach to coaching a support manager who is struggling with a difficult team member.First, I would have a private conversation to understand the manager's perspective and the specific challenges. I would then observe interactions and provide feedback on leadership techniques. Together, we would develop a performance improvement plan for the team member, with clear expectations and milestones. I would follow up regularly to support the manager and hold them accountable for consistent coaching.How do you ensure consistent support quality across multiple SaaS products with different complexities?I establish standardized processes for escalation, documentation, and training while allowing for product-specific nuances. I create a centralized knowledge base with cross-product guides and conduct regular cross-training sessions. I also use quality assurance metrics to monitor consistency and identify gaps, then adjust training or documentation as needed.Can you give an example of a process improvement you implemented that reduced escalations or improved customer satisfaction?At my last company, I noticed a high volume of escalations due to a common product issue. I led a root cause analysis and worked with Engineering to implement a fix. Simultaneously, I updated our knowledge base and created a proactive communication template for affected customers. Escalations related to that issue dropped by 60%, and CSAT scores improved. Cordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies through acquisition and long-term tactical and financial guidance. We’re experienced operators and subject-matter experts with a passion for software and building businesses. We partner with founders to help them scale their businesses and realize their companies’ full potential. We look for businesses with strong leadership and high potential for profitable growth, and work together to increase year-over-year revenue, company efficiency, and impact. Cordance envisions that all companies we work with achieve their full potential. We embrace what makes each company great and build on those foundations. We believe in elevating a company as it scales, delivering dignity to the organization and its employees, and sharing a passion for building a legacy. Position Overview The Senior Customer Support Manager is a senior-level player-coach leadership role responsible for both managing a portfolio of complex customer situations and leading a team of Customer Support Managers, Team Leads, and/or Support Specialists across multiple SaaS products. This individual balances direct operational ownership with formal people leadership responsibilities. They remain actively engaged in high-priority customer work — including escalations, strategic accounts, sensitive communications, and complex support issues — while also driving team performance, coaching, operational consistency, and leadership development across the organization. The Senior Support Manager serves as both an escalation leader and an operational example for the broader support organization. They are expected to model excellent customer communication, sound judgment, and strong cross-functional partnership while helping managers and specialists develop those same capabilities. The ideal candidate brings significant experience supporting multiple B2B SaaS products, leading customer-facing teams, and managing executive-level customer escalations with professionalism, urgency, and accountability. Key Responsibilities * Carry direct responsibility for a portfolio of complex, high-priority, or escalated customer situations requiring senior-level ownership and coordination * Lead and develop a team of Customer Support Managers, Team Leads, and/or Support Specialists with accountability for performance, coaching, and operational consistency * Support customers across multiple SaaS products and environments, ensuring effective coordination and consistent service quality despite varying product complexity * Serve as the senior escalation point for executive-level customer issues, commercially sensitive situations, and cross-functional incidents * Draft, review, and guide high-impact customer communications during escalations, service disruptions, or critical account situations * Balance personal operational responsibilities with leadership responsibilities — ensuring neither customer ownership nor people leadership quality degrades under pressure * Coach managers and team members through complex customer interactions, escalation management, and stakeholder communication strategies using real-time operational examples * Partner with Product, Engineering, and Customer Success leadership to drive resolution plans, customer recovery efforts, and systemic operational improvements * Maintain visibility into team performance metrics, SLA adherence, escalation trends, and support quality while actively contributing operationally where needed * Help establish scalable operational processes, escalation frameworks, and communication standards across support teams and product lines * Lead root cause analysis efforts to identify recurring issues, process gaps, product defects, and opportunities for operational improvement. * Drive knowledge management strategy, including internal documentation, customer-facing knowledge bases, self-service adoption, and content governance. * Define and enforce ticketing standards, case management processes, documentation requirements, escalation procedures, 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 — with formal accountability for individual performance and development * Proven ability to develop support talent — identifying capability gaps, designing development plans, and delivering feedback that produces measurable improvement in individual performance * Strong operational fluency — able to maintain visibility into a team’s queue health, SLA performance, and quality trends without managing the day-to-day triage directly * Experience managing team performance across multiple levels of seniority — including both early-career and senior support specialists * Demonstrated track record of driving support quality improvement at the team level — through case review programs, coaching, process design, or quality framework development * History of cross-functional influence — representing the support team’s needs and performance in conversations with CS, Product, Engineering, and Leadership with specificity and credibility * Experience with support tooling at both a practitioner and team management level – Zendesk, Salesforce, HubSpot, or TeamSupport — including data quality oversight and process compliance. * Exceptional communication skills — able to deliver difficult feedback, manage executive escalations, and represent the team to senior leadership with equal directness and care * Experience leading remote or distributed support teams. Preferred Qualifications * Experience in a Support Team Lead or equivalent player-coach role prior to formal management — demonstrating natural progression through the support leadership career path * Background building or redesigning support team structures, onboarding programs, quality frameworks, or career development pathways * Experience designing or owning support performance reporting — dashboards, SLA tracking systems, CSAT reporting, and quality score frameworks that inform management decisions * Familiarity with knowledge management strategy at the team level — including documentation quality governance, content coverage planning, and self-service optimization * Thought leadership in support people management — performance calibration, talent development frameworks, or retention of high-performing support professionals * Experience managing across multiple support channels or product lines simultaneously * Certifications in customer support, ITIL, people management, or help desk operations are a plus Please note that we do not accept unsolicited resumes, work on a Corp-to-Corp basis, or engage with non-vetted external agencies. ## Why Join Us? At Cordance, we believe in taking care of our team members. When you join us, you’ll enjoy a comprehensive benefits package designed to support your health, financial well-being, and work-life balance: * Health and Wellness: Comprehensive Health Coverage: Coverage begins on your first day of employment. * Retirement Savings: 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested. * RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested. * Paid Time Off: Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life. * Parental Leave: 12 weeks paid leave for all employees. * Remote Work Support: Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely. * Holidays: Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones. Join us and be part of a company that values your contributions and well-being from day one! ### EEOC & ADA Statement: ### Cordance and its companies provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, creed, sex, nationality, ancestry, national origin, disability status, genetics, protected veteran status, affectional or sexual orientation, gender identity or expression, marital status, or any other characteristic protected by federal, state, or local laws. ### Cordance and its companies comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources. ### This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. ### Final candidate must be able to pass a background check. ### To view applicant notices required under federal and state law, please visit: [https://cordance.co/applicant-notices/](https://cordance.co/applicant-notices/) Show more [Apply now >](https://jobicy.com/jobs/146323-senior-customer-support-manager-2.md) > Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md) * ![Upload CV](data:image/svg+xml;base64,PHN2ZyB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHdpZHRoPSI2NSIgaGVpZ2h0PSI2NSIgZmlsbD0ibm9uZSIgeG1sbnM6dj0iaHR0cHM6Ly92ZWN0YS5pby9uYW5vIj48ZyBjbGlwLXBhdGg9InVybCgjQSkiPjxwYXRoIGQ9Ik0wIDBINjVWNjVIMFYwWiIgZmlsbD0iIzAyOWFlYiIvPjxnIGZpbGw9IiNmZmYiIHN0cm9rZT0iI2ZmZiIgc3Ryb2tlLXdpZHRoPSIyIj48cGF0aCBkPSJNMzMuMDQ5IDE1LjQ1NGExLjQzIDEuNDMgMCAwIDAtMi4wOTcgMGwtNy41NzkgOC4xNDdhMS4zOCAxLjM4IDAgMCAwIC4wOSAxLjk3MyAxLjQ0IDEuNDQgMCAwIDAgMi4wMDgtLjA4OGw1LjEwOS01LjQ5MnYyMC42MWExLjQxIDEuNDEgMCAwIDAgMS40MjEgMS4zOTdjLjc4NSAwIDEuNDIxLS42MjUgMS40MjEtMS4zOTd2LTIwLjYxbDUuMTA5IDUuNDkyYTEuNDQgMS40NCAwIDAgMCAyLjAwOC4wODggMS4zOCAxLjM4IDAgMCAwIC4wOS0xLjk3M2wtNy41NzktOC4xNDZ6TTE2Ljc2OSAzOC40YzAtLjc3My0uNjItMS40LTEuMzg1LTEuNFMxNCAzNy42MjcgMTQgMzguNHYuMTAybC4yMTUgNi4yMjljLjIyMyAxLjY4LjcwMSAzLjA5NSAxLjgxMyA0LjIxOHMyLjUxIDEuNjA3IDQuMTcyIDEuODMzYzEuNi4yMTggMy42MzYuMjE4IDYuMTYuMjE4aDExLjI4bDYuMTYtLjIxOGMxLjY2Mi0uMjI2IDMuMDYxLS43MDkgNC4xNzItMS44MzNzMS41ODktMi41MzggMS44MTMtNC4yMThDNTAgNDMuMTEzIDUwIDQxLjA1NSA1MCAzOC41MDNWMzguNGMwLS43NzMtLjYyLTEuNC0xLjM4NS0xLjRzLTEuMzg1LjYyNy0xLjM4NSAxLjRsLS4xOSA1Ljk1OGMtLjE4MiAxLjM3LS41MTUgMi4wOTUtMS4wMjYgMi42MTJzLTEuMjI4Ljg1My0yLjU4MyAxLjAzOGMtMS4zOTUuMTktMy4yNDMuMTkzLTUuODkzLjE5M0gyNi40NjJjLTIuNjUgMC00LjQ5OC0uMDAzLTUuODkzLS4xOTMtMS4zNTUtLjE4NC0yLjA3Mi0uNTIxLTIuNTgzLTEuMDM4cy0uODQ0LTEuMjQyLTEuMDI2LTIuNjEyYy0uMTg3LTEuNDEtLjE5MS0zLjI3OS0uMTkxLTUuOTU4eiIvPjwvZz48L2c+PGRlZnM+PGNsaXBQYXRoIGlkPSJBIj48cGF0aCBmaWxsPSIjZmZmIiBkPSJNMCAwaDY1djY1SDB6Ii8+PC9jbGlwUGF0aD48L2RlZnM+PC9zdmc+) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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