Customer Support Manager-B2B Saas (US Shift) at SocialPilot — Remote, USA | Base Career

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Ensure consistent, high-quality customer support across email, chat, and voice channels by maintaining support standards and guidelines
Act as an escalation point for complex customer issues and ensure timely resolution
Monitor team performance, KPIs, SLAs, CSAT, and quality metrics
Develop, document and improve support processes, workflows, and knowledge base.
Collaborate with Product, Engineering, and other internal teams to resolve issues and share customer feedback
Should be able to work as an IC to handle support tickets and calls
8 years of experience in customer support within a B2B SaaS company
Excellent written and verbal English communication skills (mandatory)
3+ years of experience managing or leading a customer support team
Hands-on experience handling customer support via emails, chats, and calls
Strong working knowledge of support systems such as HelpScout, Zendesk, and similar platforms
Experience with ticket management, escalation handling, and customer satisfaction metrics
Ability to work independently and manage teams during the night shift

About Socialpilot

SocialPilot empowers over 12,000 agencies and SMBs to manage their social media publishing, analytics, and social engagement while collaborating with their team and clients.We’re a highgrowth bootstrapped B2B SaaS company with healthy profitability and a solid runway.SocialPilot is nominated asone of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category.

Our impact so far

Helped 12,000+ marketing agencies and SMBs across the globe.
5 billion+ social media posts published
One of the fastest-growing SaaS companies in India as listed by
Inc 42Ranked as a “Leader” consistently by G2, Capterra, SoftwareSuggest, and Trust
RadiusNominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category
Named as the Top 10 Bootstrapped Startups in India
Consistently ranked as a “Great Product” consistently by G2, Capterra, and Trust

SocialPilot?

Complete transparency on strategy, business metrics, key performance indicators, and major initiatives across the organization
No micromanagement: Own up your work and be accountable without the need for close supervision.
Great team: Work with a great team with diverse backgrounds from world-class organizationsPersonal growth:
Design a personal learning plan and utilize organizational resources to achieve the goals.Best in class health and medical benefits.
Profit-Sharing Plan: We reward our high-performing employees by actually sharing profits with them. The profits for the year 2021 were shared with the team in the final week of December.
Staycation: Every year, choose anywhere in the world to stay for a month; we will take care of the expenses!
Open Door Policy: Strong communication and transparency go a long way in creating stress-free workplaces. Got a question? Just ask the right person without any bureaucracy
Zen-like Workspace: A modern, aesthetically pleasing workspace with an all-inclusive cafeteria and dedicated conference/meeting rooms if you decide to work from the office.

Customer Support Manager-B2B Saas (US Shift)

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