{"id":3430687,"url":"https://alion.io/job/hsi-customer-support-manager","title":"Customer Support Manager","company":{"id":5867,"name":"HSI","domain":"hsi.com","url":"https://alion.io/company/hsi","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":true},{"name":"Salesforce","optional":true},{"name":"Zendesk","optional":true}],"status":"live","first_seen_at":"2026-10-28T00:00:00Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-10-31T20:59:23Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"The Customer Support Manager leads a team of Tier 1 and Tier 2 Customer Support Representatives providing frontline technical support across HSI’s SaaS product portfolio. This role is responsible for the team’s day-to-day performance, including coaching and development, workforce planning, scheduling and coverage, support queues, service levels, quality, customer escalations, and operational efficiency.\nAs a key cross-functional partner, the Customer Support Manager works with Product, Engineering, Implementation, Customer Success, and Quality to resolve customer issues, identify root causes, improve product supportability, and share customer and product feedback. This leader uses support data, customer insights, automation, and AI-enabled tools to strengthen team performance, improve the customer experience, and help the support organization continue to scale effectively.\nThis is a hands-on first-line leadership role for someone who understands SaaS technical support, knows how to lead a high-volume support team, and can balance daily execution with thoughtful continuous improvement.\nWhat You’ll Do\nLead, coach, and develop a team of Tier 1 and Tier 2 Customer Support Representatives, providing regular feedback, performance management, career development, and recognition.\nManage day-to-day support operations across phone, email, and case-management channels, including scheduling, staffing coverage, workload allocation, queue management, and service-level performance.\nMonitor team performance across key support metrics, including customer satisfaction, response and resolution times, quality, case backlog, productivity, and phone-support measures, using data to guide coaching and operational decisions.\nFoster a customer-focused culture of accountability, collaboration, continuous learning, and operational excellence, partnering with Training and Quality to strengthen onboarding, team development, and quality standards.\nServe as the primary escalation point for complex customer issues and high-priority incidents, ensuring timely, professional communication and effective service recovery.\nAnalyze support cases, customer feedback, and operational trends to identify recurring issues, emerging risks, and opportunities to improve service quality and team efficiency.\nTake initiative to investigate recurring or customer-impacting issues, participate in root-cause analysis and post-incident reviews, and partner with Product, Engineering, and Quality on resolution.\nServe as a voice of the customer, translating recurring issues, enhancement requests, usability concerns, and adoption challenges into actionable feedback for Product and other internal teams.\nOwn and continuously improve support processes, workflows, knowledge resources, and operating procedures to deliver consistent, scalable support across HSI’s SaaS products.\nLead and contribute to departmental initiatives that strengthen team effectiveness, service delivery, customer experience, and operational scalability.\nIdentify and advance practical opportunities to use AI, automation, and self-service to improve agent productivity, reduce customer effort, and increase operational efficiency.\nUse support metrics, workforce capacity, customer demand, and operational trends to identify risks and opportunities and communicate recommendations to leadership.\nRequirements\n3+ years of progressive experience in customer support or technical support within a SaaS, software, or technology environment.\n1+ years of people-management experience leading, coaching, and developing a frontline customer or technical support team.\nExperience managing support operations, including ticket/case queues, customer escalations, SLAs, staffing coverage, and performance KPIs.\nDemonstrated experience using support metrics and operational trends to manage performance, identify issues, and guide decisions.\nProven ability to coach employees, set clear expectations, address performance concerns, and build team capability.\nStrong problem-solving and judgment, with the ability to identify recurring issues, investigate root causes, and coordinate solutions across teams.\nStrong written and verbal communication skills, including the ability to communicate effectively with both technical and nontechnical audiences.\nBachelor’s degree in a related field or an equivalent combination of education and relevant experience.\nPreferred Qualifications\nExperience leading support across multiple SaaS products or a complex software portfolio.\nFamiliarity with customer support platforms such as Salesforce, Zendesk, Freshdesk, or similar systems.\nExperience leading support-process improvements, departmental initiatives, or cross-functional problem resolution.\nFamiliarity with AI, automation, or self-service tools used to improve support operations and customer experience.\nBenefits\nFully Remote Work: Work where you’re most productive. We trust you to deliver results.\nGenerous PTO: Take time to recharge with paid time off that supports work-life balance.\nCareer Growth: Enjoy unlimited access to our Learning & Development library, including HSI’s own LMS content.\nComprehensive Benefits: Medical, dental, vision, and mental health coverage to support your overall well-being.\n 401(k) Match: Build toward your future with a generous $1-for-$1 company match.\nCompetitive Compensation: This position has an annual salary range of $65,000-$75,000. Placement within the range will depend on experience, qualifications, and other business considerations.\nApplication Process: To ensure a fair and consistent hiring process, all candidates must apply through our online application system. Due to the volume of applications we receive, we are unable to respond to individual inquiries regarding application status or consideration for the role. 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