Manager, Customer Support

About the role

Payscale is looking for a Manager of Customer Support to lead a team of analysts delivering technical and product assistance to our customers. You will oversee daily support operations, coach team members, and ensure fast, accurate issue resolution while acting as an escalation point for complex cases.

Key responsibilities

• Hire, onboard, and develop a high‑performing support team; conduct 1:1s, performance reviews, and career planning.
• Manage daily case queues, workload distribution, SLA performance, and key metrics such as response time, resolution time, backlog health and CSAT.
• Act as escalation point for high‑impact issues, troubleshoot product problems, and coordinate with Engineering and Product for long‑term solutions.
• Maintain high‑quality case documentation and ensure clear communication with customers throughout the case lifecycle.
• Collaborate with Customer Success, Product, and Engineering to improve the customer experience and feed insights into product roadmaps.
• Identify and implement process improvements, automation, and AI tools to increase efficiency and scale support operations.

Required profile

• 7+ years of experience in customer or technical support, preferably in SaaS environments.
• 2+ years of experience managing or leading support teams and handling case‑based support metrics.

Required skills

• Salesforce (case management platform)
• Slack (team collaboration tool)

What we offer

• Hybrid work model with flexibility to work from home or the Manila office.
• Paid Philippine holidays plus an additional Payscale holiday and 15 days of extra leave refreshed annually.
• HMO health coverage for employee and one dependent.
• Access to employee resource groups, volunteer hours, and continuous learning opportunities.