Customer Support Manager

Job Description

We’re looking for a Customer Support Manager who’s passionate about people, problem-solving, and building an exceptional customer experience. In this role, you’ll lead a team of support specialists, championing their growth while ensuring customers receive top-tier support. You’ll collaborate across teams, using customer insights to shape our service strategy and keep our team aligned with company goals.
What You’ll Do:
Lead and Grow an Amazing Support Team

Manage and coach small diverse high performing team
Foster a positive, collaborative culture that reflects Prezi’s values.
Host regular check-ins, deliver feedback, and support career growth.
Manage team schedules and shift rotations, ensuring smooth operations.

Champion a Great Customer Experience

Ensure outstanding service across all support channels (tickets, chat, phone).
Serve as the “Voice of the Customer” in key meetings and initiatives.
Analyze customer feedback to spot trends and implement improvements.
Identify ways to enhance workflows and explore new tools (including AI) to streamline processes.

Collaborate and Drive Improvements

Partner with Product, Operations, and other teams to align goals and enhance support services.
Contribute to projects that improve support tools and service capabilities.
Share insights and data-driven recommendations to improve customer outcomes.

Track and Optimize Team Performance

Monitor key performance metrics and use insights to refine strategies.
Identify and address inefficiencies, driving continuous improvement.

What You’ll Bring:

3+ years of customer support experience (SaaS/tech industry preferred).
2+ years in people management with a focus on coaching and team growth.
Excellent communication and collaboration skills.
Strong analytical skills and experience with support tools like Zendesk.
Passion for customer-centric service and staying up-to-date with the latest trends, including AI innovations.

Nice to Have:

Experience managing remote or global teams.
A proven ability to navigate change and drive innovation.

What We Offer:

A fully remote-first environment with teammates in 15+ countries.
Flexible time off for work-life balance.
Wellness benefits like gym perk, mental health support, and sabbatical leave.
Stock options so you can grow with us.
Remote perks to support your home work environment

Ready to Make an Impact?If you’re excited about leading a high-performing customer support team and driving meaningful change, we’d love to hear from you. Apply with your resume and a brief cover letter explaining why you’re the perfect fit!
Prezi is an equal opportunity employer—we celebrate diversity and are committed to building an inclusive workplace.