SaaS Customer Support Manager


Adecco Direct Hire has an opportunity in Durham as Customer Support Manager in Durham, NC.
Please read this job description carefully. Only qualified applicants should apply.

To be considered you must have at least 2 years of experience managing a customer support team, and 2 years of experience working with Software-as-a-Service.

For tools and software, you should have experience utilizing Zendesk & Slackk or strong familiarity with a similar tool.

Supervisory and Management experience to facilitate hiring, onboarding and training of new employees. Education-preferred degree credential candidates and/or experience associated with this position.

What you will do:

Manage a team of 6 to 8 Customer Educators, the people primarily responsible for helping customers navigate platforms, in a quest to best themselves every single day.
Serve as an advocate for your team and the customers served. It’s your job to communicate when your team needs information and resources for constant improvement.
Ensure that Customer Educators have the training, encouragement, and tools necessary to improve the customer experience in support interactions across multiple channels.
Facilitate the personal and professional growth of Customer Educators through weekly 1:1 meetings, quarterly reviews, QA, workshops, and team building.
Exemplify and reinforce excellent service by being willing, ready, and able to jump in and demonstrate a superior level of support in email and live chat.
Work with the VP of Customer Operations as well as multiple members of our New York headquartered team to champion team integrity and foster alignment between offices.
Ability to travel between Raleigh-Durham and the HQ office in New York up to 25-30% of the year (including spending your first 1-2 months in NY while in this role learning from the team in New York).


Familiarity with Lever and other ATS (Applicant Tracking Systems)
Excellent written and verbal communication skills
Working knowledge of Zendesk and other CRMs
2 to 3 years’ experience supporting a SaaS platform
Experience supporting customers via email and live chat
2 to 3 years of experience working in a supervisory or management role
3 to 5 years of experience working in a customer facing capacity
Experience in recruiting and/or experience launching a new office
Proven interpersonal skills and the desire to cultivate excellence in fellow team members
Demonstrated success in team scaling, management, coaching and mentorship
The “care gene” (i.e. you genuinely care about helping people and take pride in being able to make their lives and jobs easier)
Strong technical experience, including familiarity with HTML and CSS, and the ability to dabble in Chrome DevTools


Minimum of Associates degree, Bachelor’s degree preferred or equivalent work experience
At least 2 years of experience managing a customer support team, and 2 years of experience in Software-as-a-Service
Experience utilizing Zendesk or strong familiarity with a similar tool- this is a requirement

Perks and Benefits

Competitive salary and comprehensive health benefits (for individuals and families)
Discretionary vacation & time off
Parental leave, 16 weeks, fully paid after 3 months of service
401(k) with match after 3 months of service
Supplemental student loan repayment assistance or a professional education stipend
Monthly company activities and outings
Beautiful office in Raleigh-Durham, your own standing desk or other workspace
Gym + wellness matching stipend
Tax-free commuter benefits

Email resumes for immediate consideration.

  • Apply with Adecco

Reference number US_EN_2_027442_138280