Sr. Manager, Customer Support
NetDocuments is seeking a Senior Customer Support Manager to lead its global Frontline Support teams. This role involves managing both individual contributors and team leads within the Customer Support organization. The Senior Manager will play a critical role in shaping team capability, operational maturity, and the overall customer experience, working closely with the Senior Director of Customer Support, as well as Product and Engineering leadership.
Key responsibilities include owning the customer experience across global Frontline teams, setting strategy and driving achievement of key performance indicators such as customer satisfaction (CSAT), productivity, knowledge creation, and response and resolution time service level agreements (SLAs). The role also involves providing coaching, mentorship, and structured performance management at multiple levels, serving as a senior escalation point for complex customer accounts, and championing cross-functional collaboration to advocate for the customer and drive resolution of systemic issues.
The ideal candidate will have a bachelor's degree or equivalent experience, with over four years of experience leading Customer Support teams, including managing team leads or senior technical individual contributors. Additionally, more than seven years of experience in a Customer Support organization, ideally supporting a technical SaaS product, is required. A demonstrated track record of driving measurable improvement in support operations and customer satisfaction is essential.
NetDocuments offers a comprehensive benefits package, including 90% company-covered healthcare premiums, HSA company contributions, a 401K match at 4% with immediate vesting, flexible PTO (typically 3 to 4 weeks a year), 10 paid holidays, monthly contributions for life activities and wellness, and access to LinkedIn Learning with dedicated time to explore.
The company fosters a culture of continuous learning, knowledge creation, and customer-first thinking. Employees are encouraged to openly contribute creative ideas and innovation, backed by supportive peers and leadership working together to achieve unified goals. NetDocuments has been recognized with numerous awards, including being named among Inc. Magazine’s 5000 Fastest-Growing Private Companies in America for multiple years.