Manager, Customer Support

About the role

You will own the end to end lifecycle of the support operation ensuring that customers receive timely and accurate assistance with Payscale products. You will lead by example demonstrating deep hands on expertise with the Payscale platform while guiding your team through complex technical scenarios. You will act as a critical bridge linking customer needs with engineering and product improvements to drive measurable enhancements in the product experience. You will build a culture of curiosity and continuous learning where coaching and feedback are central to team development. You will leverage data and AI tools to optimize workflows and scale support capacity without sacrificing quality. You will maintain rigorous standards for documentation and case management to ensure clarity and consistency across all customer interactions. You will champion accountability and ownership across the support lifecycle to remove barriers and create confidence in compensation decisions.

Key facts

What you'll do

• Lead and grow a high performing team of Customer Support Analysts focused on delivering exceptional technical and product support.
• Oversee daily support operations including case queue management, workload distribution, and adherence to response time and resolution SLAs.
• Monitor key support metrics such as response time, resolution time, backlog health, and CSAT to identify trends and drive improvements.
• Act as an escalation point for complex or high impact customer issues requiring deep technical knowledge of the Payscale platform.
• Guide the team in troubleshooting product issues, performing root cause analysis, and identifying patterns that inform product strategy.
• Partner closely with Engineering, Product, and Customer Success teams to resolve issues and influence the product roadmap based on support insights.
• Drive adoption of AI tools such as AI chatbots and AI case resolution agents to increase efficiency and scale in handling customer requests.
• Ensure all customer case work is handled thoroughly with timely and accurate solutions while maintaining high standards of communication.
• Investigate customer issues systematically, coordinating with internal resources when solutions are not immediately available.
• Maintain detailed and accurate case documentation recording interactions, troubleshooting steps, and resolutions for future reference.
• Provide regular coaching, mentorship, and performance feedback to support continuous team development and career growth.
• Conduct 1:1 meetings, performance reviews, and career development planning to help analysts build skills and ownership.
• Collaborate with fellow Support Team Managers within the Support Leadership Team to define and refine support strategy and direction.
• Identify opportunities to streamline support workflows, tools, and documentation focusing on AI enabled process improvements.
• Support the creation and maintenance of internal knowledge resources to improve team efficiency and customer outcomes.

Requirements

• Bring 7 or more years of experience in customer support, technical support, or SaaS customer operations.
• Include at least 2 years of experience managing or leading support teams in your background.
• Demonstrate prior experience managing case based support environments and operational metrics.
• Show a strong history of working with support tools such as ticketing systems and case management platforms.
• Highlight experience working with data and reporting tools to track support performance metrics.
• Prove ability to communicate clearly and professionally with customers at all levels of an organization.
• Illustrate capacity to balance multiple priorities and manage competing deadlines in a fast paced environment.
• Commit to upholding company standards for accuracy, accountability, and continuous improvement in support processes.

Nice to have

• Experience working with AI tools and platforms to automate parts of the support workflow.
• Familiarity with product analytics tools and how they relate to support operations.
• Background in developing internal documentation and knowledge base articles.
• Exposure to HR technology or compensation related products and terminology.

Practical notes

The role is based in the Manila Office and requires full time engagement during standard business hours. Travel requirements are not specified at this time. There are no visa sponsorship details listed for this position. Applicants should be prepared to meet the outlined experience requirements and demonstrate a strong fit with the support leadership responsibilities described.