Customer Support Lead/Manager

About Us:

XOPS is a high-growth SaaS platform company providing cutting-edge solutions to Fortune 500 companies. We specialize in IT Operations observability, data ops, and automation. We are looking for a dynamic and experienced Customer Support Lead/Manager to join our growing team and drive automation, process improvement, and superior performance within the customer support organization.

Job Overview:

As the Customer Support Lead/Manager at XOPS, you will be a working manager responsible for leading and managing our customer support team to ensure the highest level of service delivery. This role requires a proactive leader who can effectively manage a team, directly contribute to resolving customer issues, and maintain strong customer relationships.

Key Responsibilities

• Team Leadership: Lead, mentor, and manage a team of customer support professionals, fostering a culture of excellence and continuous improvement.

• Customer Engagement: Act as the primary point of contact for escalated customer issues, ensuring timely and effective resolution.
• Jira Service Management: Utilize Jira Service Management to manage support tickets, workflows, and reporting. Ensure the team is fully trained and proficient in using the platform.
• Hands-On Support: Directly participate in the resolution of complex customer issues, providing technical guidance and support to the team as needed.
• Reporting & Analytics: Monitor and report on key performance metrics, using data-driven insights to improve support operations.
• Customer Satisfaction: Continuously monitor customer feedback and satisfaction levels, implementing strategies to improve overall customer experience.

Requirements

Qualifications:

• Bachelor’s Degree in a related field (e.g., Computer Science, Information Technology, Business Administration).
• 5+ years of experience in a customer support role within a SaaS environment, with at least 2 years in a lead or manager position.
• Experience with Jira Service Management or similar customer support tools.
• Proven experience in leading and developing high-performing teams.
• Excellent communication skills, both written and verbal, with the ability to engage with customers and internal stakeholders at all levels.
• Customer-focused, with a passion for delivering exceptional service and building strong customer relationships.

Benefits

• Competitive salary, benefits, and equity package.

• Opportunity to work with a cutting-edge SaaS platform company in a dynamic and fast-paced environment.

• Collaborative and innovative team culture.

• Professional development and growth opportunities.