Customer Support Manager

vor 2 Wochen

Euskirchen, Nordrhein-Westfalen, Deutschland Togetherwork Vollzeit
Customer Support Manager

Location: Atlanta, GA (Hybrid)

About Us

Togetherwork is a $250M recurring revenue SaaS business with over 33 software applications serving 12+ vertical markets. We exist to help communities, organizations, and businesses thrive by delivering software solutions tailored to their unique needs.

With our new headquarters on South Congress in Austin, TX, we are entering an exciting phase of growth. We work hard and play hard. We love our customers, we innovate with purpose, and we won't stop until we've delighted every client across the diverse ecosystem we serve.

About This Role

Shulware, a Togetherwork company, is seeking a Customer Support Manager to lead our customer support team and ensure every client receives outstanding service. This is a key leadership role responsible for driving team performance, optimizing support operations, and delivering measurable improvements in customer satisfaction.

If you're passionate about creating an exceptional support experience and leading a team that is truly customer-obsessed, this is an opportunity to make a lasting impact.


What you'll do

  • Lead and coach a team of support professionals to meet or exceed customer service standards.

  • Create and maintain customer support policies, processes, and best practices to ensure consistency and quality.

  • Serve as an escalation point for complex customer issues, ensuring timely and satisfactory resolutions.

  • Partner with product and development teams to escalate bugs, track enhancement requests, and participate in user acceptance testing (UAT) for new releases.

  • Lead support operations at a strategic level by partnering closely with Product and Development, overseeing quality assurance processes, and shaping the long-term support tooling and knowledge-management strategy (including AI-driven efficiencies).

  • Serve as the strategic escalation point for complex customer issues, ensuring timely resolution while monitoring and optimizing SLA/OLA performance across the support organization

  • Collaborate cross-functionally with Product, Development, and Marketing to align support operations with company goals and customer needs.


What You'll Bring
  • Minimum of 5 years of experience in customer support leadership, including managing team leads and driving performance in a SaaS environment.
  • Bachelor's degree preferred — or an equivalent combination of education and relevant professional experience.
  • Demonstrated experience leveraging AI-driven tools, workflows, or process improvements to increase support efficiency and quality (highly preferred).

  • A passion for delivering exceptional customer experiences.

  • Proven leadership skills with the ability to coach and motivate teams.

  • Strong communication and interpersonal skills—both written and verbal.

  • Analytical and data-driven approach to problem-solving and decision-making.

  • Ability to adapt to evolving client needs and shifting priorities.

  • Experience using tools such as Zendesk or similar ticketing and reporting platforms.


Why this role

Impact: You'll lead the charge in ensuring Shulware's customers experience outstanding support every day.
Growth: Opportunity to refine processes, build efficiencies, and shape how we serve our customers.
Collaboration: Work closely with product and development teams to influence product quality and roadmap priorities.
Flexibility: Hybrid role based in Atlanta, GA, with 2-3 days per week in-office collaboration.


Compensation & Benefits

Base Salary: Competitive
Bonus: Performance-based
Benefits:

  • Medical, dental, and vision insurance options

  • 100% employer-paid short/long-term disability

  • Basic Life Insurance

  • 401(k) with 100% company match

  • Flexible paid personal/vacation time built on mutual trust and accountability

  • 10 sick days annually

  • 9 company-paid holidays

  • 6 weeks paid parental leave


Inclusion and Diversity

Togetherwork is an Equal Employment Opportunity Employer. We value diverse backgrounds, experiences, and perspectives. Employment decisions are made without regard to race, color, religion, gender, gender identity, sexual orientation, disability, veteran status, age, national origin, or any other protected category under applicable law.


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