Customer Support Manager

Summary

Join Tailscale as a Manager of Customer Support and lead a team of support engineers dedicated to providing exceptional user experiences. You will manage and mentor your team, oversee complex issue resolution, collaborate with other departments, and drive process improvements. This role requires extensive experience in customer support and leadership, a strong understanding of SaaS products and security, and excellent communication and analytical skills. Tailscale offers a competitive compensation package, comprehensive benefits, a flexible remote work environment, and opportunities for professional development.

Requirements

• 7+ years of experience in customer support or customer success engineering, with at least 3-5+ years in a leadership or people manager role
• Strong understanding of Cloud Service Provider landscape, networking concepts, and security frameworks
• Expertise in troubleshooting technical issues related to cloud infrastructure, security, and network configurations
• Comfort in working with SaaS tooling and leveraging data to highlight key areas of improvement/investment
• Strong written and verbal communication skills, with the ability to clearly explain complex technical concepts to non-technical customers
• Experience in crafting and collaborating on technical documentation, knowledge bases, or troubleshooting guides
• Proven ability to lead, motivate, and grow a high-performing team in a fast-paced environment
• Excellent analytical and problem-solving skills, with the ability to think critically and diagnose issues in a timely manner

Responsibilities

• Manage, mentor, and develop a team of Customer Support Engineers, ensuring effective prioritization, resolution of technical issues, and continuous skill development
• Oversee the resolution of complex customer support tickets, ensuring timely and accurate responses to technical inquiries related to our SaaS security products
• Collaborate with support operations to identify and implement process improvements to streamline customer support workflows, enhance productivity, and improve customer satisfaction
• Collaborate with the technical writer team to ensure the development and maintenance of an up-to-date knowledge base, FAQs, and troubleshooting guides
• Collect customer feedback and work closely with the product and engineering teams to identify potential product improvements and to prioritize customer needs
• Monitor team performance through KPIs and SLA adherence, ensuring the team meets targets for response times, resolution times, and CSAT
• Develop and deliver training programs for new hires and ongoing education for the customer support team
• Evaluate and implement new tools and technologies that enhance the support team’s efficiency, including automation through AI, ticketing systems, and new ways of engaging customers

Preferred Qualifications

Experience working with SaaS products or in a security-focused technical environment is highly preferred

Benefits

• A competitive total compensation package. This includes a base salary, an equity incentive plan and variable commission (for quota-based roles)
• Comprehensive group benefits with no waiting period. Take advantage of coverage for health, vision, dental, and more for you and your family!
• All-remote with the opportunity to work from anywhere —enjoy a change of scenery wherever you can get wifi, participate in virtual and in-person social events, and leverage our corporate co-working program to visit WeWork (or other similar spaces near you)
• Connect with other Tailscalars IRL. Attend our annual company retreat, participate in team/department off-sites, or use your individual travel budget to meet up with team members in Canada, the US, or the UK
• Support for your personal and professional development. Grow your career thoughtfully with $1500 USD annually for professional development, or take advantage of mentorship, coaching, and internal promotion opportunities
• Paid time off and a healthy work-life integration. Our flexible, paid time off program supports you for any situation life throws your way, whether moving homes or travelling the world! We encourage all Tailscalars to take 4-6 weeks of vacation annually
• A build-your-own home office setup. You choose your own company-owned laptop (Mac or PC), receive a monthly home internet reimbursement, and $1000 USD to customize your workstation to make it your own
• Generous parental leave program from your first day. We care about your life outside of work and encourage new parents to take advantage of parental leave top-ups for up to 26 weeks