Customer Support Manager - LATAM - (HR31067DA)

Job Title: Customer Support Manager - LATAM
Location: Remote (EST Time Zone)
Salary Range: up to 3000 USD

Work Schedule: Monday - Friday, 8:30 AM to 5:00 PM (EST)

NOTE: INDEPENDENT CONTRACTOR POSITION

Company Overview:

Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Discover a world of career possibilities with Sagan.

About the Company:

The company is a growing SaaS business committed to delivering high-quality customer support and success. This role is critical in ensuring excellent service, optimizing workflows, and maintaining strong customer relationships.

Position Overview:

The Customer Support Manager will lead and optimize the support team, ensuring efficient workflows, high customer satisfaction, and timely issue resolution. This role requires strong leadership, process optimization skills, and expertise in HubSpot and Google Suite. The ideal candidate will oversee customer interactions, track key performance metrics, and continuously improve support operations to enhance customer experience and team efficiency.

Key Responsibilities:

Team Leadership & Customer Success:

• Manage and mentor the customer support team, fostering accountability, empathy, and continuous improvement.
• Ensure timely and high-quality responses to customer inquiries via email, chat, and other support channels.
• Aim to exceed SLAs and maintain high customer satisfaction (CSAT) scores.

Process Optimization & Tool Management:

• Develop, document, and improve support workflows, tools, and best practices to enhance efficiency and scalability.
• Oversee and optimize support software, including HubSpot and Google Suite.
• Recommend enhancements to tools and systems to improve team performance.

Metrics, Reporting & Escalation Management:

• Track and analyze KPIs, such as CSAT, response time, ticket volume, and first-contact resolution.
• Present insights to leadership and suggest process improvements.
• Handle escalated customer issues and collaborate with product and engineering teams for resolution.

Customer Feedback & Continuous Improvement:

• Gather and synthesize customer insights to identify trends, pain points, and opportunities to improve products and services.

Qualifications:

Must-Haves:

• 4+ years in customer support or success roles, with at least 2 years in a leadership/management capacity (preferably in SaaS).
• Strong experience with HubSpot and Google Suite.
• Excellent English communication skills (verbal and written).
• Proven ability to lead and develop teams.
• Experience in metrics tracking, reporting, and process optimization.

Nice-to-Haves:

• Experience with Salesforce, Slack, and Linear.
• Background in supporting SaaS products.
• Prior experience working with Filipino teams in a leadership role.

Please note: To ensure prompt processing of your application, we kindly request that you submit your resume and an introductory video in English format.