{"id":1405508,"url":"https://alion.io/job/wp-media-customer-support-manager-b2b-saas","title":"Customer Support Manager -B2B Saas","company":{"id":1838010,"name":"WP Media","domain":"wp-media.me","url":"https://alion.io/company/wp-media","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Gurgaon, India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":9000,"max_usd":23000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1081},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Bootstrap","optional":false},{"name":"Zendesk","optional":false},{"name":"JavaScript","optional":true}],"status":"live","first_seen_at":"2026-08-03T06:50:04Z","employer_posted_date":"2026-08-03","last_verified_at":"2026-10-20T18:05:27Z","board_verified":true,"closed_at":null,"days_open":78,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":78},"description":"SocialPilot is looking for an Manager-Customer support(US Shift) to partner with SocialPilot’s customers and make them truly successful in achieving their social media goals.\nAs a part of the customer success team, you will help prospects in understanding if SocialPilot is the right platform for them. You will also work with customers to resolve any issues, help them adopt new features, and overall be their partner in success.\nLocation: Remote\nWhat you will do\nEnsure consistent, high-quality customer support across email, chat, and voice channels by maintaining support standards and guidelines\n\nAct as an escalation point for complex customer issues and ensure timely resolution\n\nMonitor team performance, KPIs, SLAs, CSAT, and quality metrics\n\nDevelop, document and improve support processes, workflows, and knowledge base.\n\nCollaborate with Product, Engineering, and other internal teams to resolve issues and share customer feedback\n\nShould be able to work as an IC to handle support tickets and calls\n\nWhat are you like:\n8 years of experience in customer support within a B2B SaaS company\n\nExcellent written and verbal English communication skills (mandatory)\n\n3+ years of experience managing or leading a customer support team\n\nHands-on experience handling customer support via emails, chats, and calls\n\nStrong working knowledge of support systems such as HelpScout, Zendesk, and similar platforms\n\nExperience with ticket management, escalation handling, and customer satisfaction metrics\n\nAbility to work independently and manage teams during the night shift.\n\nOur impact so far\nHelped 12,000+ marketing agencies and SMBs across the globe.\n\n5 billion+ social media posts published\n\nOne of the fastest-growing SaaS companies in India as listed by\n\nInc 42Ranked as a “Leader” consistently by G2, Capterra, SoftwareSuggest, and Trust\n\nRadiusNominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category\n\nNamed as the Top 10 Bootstrapped Startups in India\n\nConsistently ranked as a “Great Product” consistently by G2, Capterra, and Trust\n\nRadiusOfficially a Great Place to WorkTM - Certified startup\n\nRated by YOUR STORY as the Number 1 social media scheduling tool\n\nWhat We Believe In\nCustomer Obsession: We put customers first while making decisions and planning future goalsOwnership: We believe in taking ownership of areas that we’re working on. We own up to our - successes and failures. Moving the needle matters more than just busywork.\n\nRelentless: When it comes to creation & innovation, we stop at nothing. We might fail at the first attempt, but we rise back fast to try again.\n\nNimbleness: We respond rapidly to changing circumstances and customer needs.\n\nCollaboration: Our collaboration efforts extend to our partners and customers along with our internal team. We are stronger together.\n\nWhy join SocialPilot?\nComplete transparency on strategy, business metrics, key performance indicators, and major initiatives across the organization\n\nNo micromanagement: Own up your work and be accountable without the need for close supervision.\n\nGreat team: Work with a great team with diverse backgrounds from world-class organizationsPersonal growth:\n\nDesign a personal learning plan and utilize organizational resources to achieve the goals.Best in class health and medical benefits.\n\nProfit-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.\n\nStaycation: Every year, choose anywhere in the world to stay for a month; we will take care of the expenses!\n\nOpen 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\n\nZen-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.\n\nAbout Us\nSocialPilot is a leading B2B SaaS social media management platform that helps businesses, marketing agencies, and teams manage, schedule, publish, and analyze their social media content efficiently. With thousands of businesses and agencies using the platform, SocialPilot enables teams to streamline their social media workflows, improve productivity, and drive better results from their social media efforts.\nSocialPilot is now part of group.one\ngroup.one is a leading European provider of online presence, cloud hosting, and digital marketing services. Over 2 million customers trust us with their online success. Our global team consists of 1 500+ employees operating from nearly 20 locations across 15 countries, with our headquarters in Sweden. Thanks to the support of our partners Cinven and Ontario Teachers' Pension Plan, we are steadily expanding the group's service portfolio and geographical footprint.\nWhen you join group.one, you become a part of a global network that values collaboration, growth, and excellence. Join us in creating online success stories!\nWe are committed to an inclusive and safe environment, free from discrimination and harassment.\nWe welcome talent in all its diversity. Your gender, background, age, beliefs, or personal story do not define your opportunities here - what matters to us is mutual respect, personal appreciation, and creating a workplace where motivation and collaboration thrive. We believe in supporting your personal and professional growth, recognising you as both an individual and a valued team member.\nWe want to continue to grow with you and why we look forward to getting to know you.","description_format":"text","description_chars":5666,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Cafeteria"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Web Development Services"],"lifecycle":[{"event":"open","at":"2026-09-28T17:32:49Z"}],"visa":[],"liveness":{"score":15,"band":"cold","label":"Long shot","p_open":1,"p_active":0.407,"p_room":0.36,"age_days":77,"expected_fill_days":41,"reasons":["conf:3","win:tail","crowd:"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/wp-media-customer-support-manager-b2b-saas","json_url":"https://alion.io/job/wp-media-customer-support-manager-b2b-saas.json","meta":{"generated_at":"2026-10-20T20:05:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23304,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1838010},"rest":"https://alion.io/mcp/rest/get_company?id=1838010"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwp-media-customer-support-manager-b2b-saas"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwp-media-customer-support-manager-b2b-saas"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwp-media-customer-support-manager-b2b-saas"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wp-media-customer-support-manager-b2b-saas\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwp-media-customer-support-manager-b2b-saas"}]}