Ultimate Customer Support Leader for Fast-Growing SaaS Firm

4 weeks ago

Riverton, Utah, United States Canopy Full time
Job Description

We are seeking a seasoned Customer Support Manager to lead our Tier I and Tier II support teams at Canopy, a rapidly expanding SaaS company in South Jordan, Utah. As a dynamic organization, we require someone with experience in scaling customer support operations in a fast-paced, software-driven environment.

About Canopy

Canopy is a pioneering SaaS company revolutionizing the accounting industry with modern, user-friendly software. Our goal is to empower clients to unlock their ideal firm with our Practice Management Suite. We prioritize customer satisfaction, problem-solving, and being good corporate citizens.

The Opportunity

This is a hybrid position based in South Jordan, Utah (M, W, F in-office). As a Customer Support Manager, you will be responsible for:

  • Leading, mentoring, and managing a team of Tier I and Tier II support agents to deliver exceptional customer experiences across multiple channels (email, chat, phone).
  • Developing and implementing scalable processes and best practices to enhance team efficiency and customer satisfaction.
  • Monitoring key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, and reporting on these metrics regularly.
  • Collaborating with other departments (Product, Engineering, Sales) to ensure the support team has the necessary knowledge and tools.
  • Managing escalation processes to ensure timely resolution of complex or high-priority issues.
  • Identifying trends in support cases to proactively address common customer challenges and suggest product improvements.
  • Maintaining and enhancing customer support platforms and tools to optimize them for a growing team.
  • Ensuring proper documentation of support workflows, troubleshooting guides, and internal processes.
  • Overseeing training and development programs for the support team to continuously improve their technical knowledge and customer service skills.
  • Advocating for customer needs within the organization and helping align support efforts with broader company goals.
What We're Looking For

We are seeking a candidate with:

  • 3+ years of experience managing customer support teams, preferably in a SaaS or software-focused environment.
  • A proven track record of scaling support teams and improving operational efficiencies in a fast-paced, high-growth setting.
  • Strong leadership and coaching skills, with the ability to foster a collaborative, results-driven team culture.
  • Experience working with customer support platforms.
  • Excellent problem-solving and analytical skills, with the ability to derive insights from data and apply them to improve support performance.
  • Strong communication skills, both verbal and written, with the ability to interact effectively across teams and with customers.
  • Ability to adapt and thrive in a constantly evolving software environment.
Salary and Benefits

The estimated salary for this position is $85,000 - $110,000 per year, depending on experience. Canopy offers a comprehensive benefits package, including flexible paid time off, health benefits, 401(k) matching, mental health support, paid parental leave, and more.

Why Work at Canopy

Canopy is an equal opportunity employer committed to diversity, equity, and inclusion. We prioritize employee well-being, growth, and satisfaction. Join our dynamic team and be part of a company that values customer satisfaction, innovation, and teamwork.

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