GitLab is looking for a Manager, Customer Support to lead a high-performing team dedicated to delivering outstanding service to our clients. In this role, you will oversee daily support operations, coach team members, ensure prompt issue resolution, and drive a culture of customer-centricity and operational excellence.
What You'll Do
- Monitor daily support activities to ensure timely, accurate, and empathetic responses to client inquiries.
- Provide regular coaching and feedback to team members, supporting their growth and alignment with departmental goals.
- Manage and optimize day-to-day operations, ensuring SLAs, KPIs, and quality standards are consistently met.
- Handle complex or high-priority client issues and act as a point of escalation for sensitive customer concerns.
- Ensure case tracking, documentation, and communication are handled professionally and in accordance with company standards.
- Analyze support trends and customer feedback to identify areas for product or process improvements.
- Partner with Product, Engineering, and other teams to resolve recurring issues and advocate for the customer experience.
- Implement tools, workflows, and best practices that enhance the efficiency and effectiveness of the support function.
- Track and report on support team metrics including response times, resolution rates, customer satisfaction scores, and ticket volume trends.
- Provide visibility to leadership on customer pain points and operational performance.
- Contribute to strategic planning by identifying resource needs and capacity planning for the support organization.
- Serve as a subject matter expert for products and services, leveraging comprehensive knowledge to assist customers effectively.
What We're Looking For
- Bachelor’s degree in information technology, business, computer science, or a related field and 10+ years of experience. Experience will be considered in lieu of degree.
- Proven experience in senior-level or manager level roles in Customer Support or related functions.
- Ability to lead cross functional teams in day-to-day and strategic work.
- Experience supporting enterprise clients or B2B customers.
- Excellent communication skills, both written and verbal, with the ability to interact effectively with customers, senior management, and line-level staff.
- Proficiency with support platforms (e.g., Salesforce Service Cloud, ServiceNow) and ticketing systems.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to operate as a subject matter expert for products and services.
- Proactive mindset, solution focused, and customer centric.
Nice to Have
- Experience ideally within the mortgage industry, and preferably mortgage servicing.
Technical Stack
- Salesforce Service Cloud
- ServiceNow
Benefits & Compensation
- Remote/Hybrid workplace options
- Health Benefits
- Unlimited Flexible Time Off
- Family Planning Services
- Tuition Reimbursement
- Paid Family Leave
- 401(k) Matching
- Pet Insurance
- In-person and Virtual Social Experiences
- Career Pathing
- Focus Time Fridays
Work Mode
This is a remote position.
Sagent is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
