Manager - Customer Support

Summary

Join Sprinto, a leading platform automating information security compliance, as a Customer Support Manager. Lead a remote-first support team, driving world-class customer experiences and achieving CSAT, FCR, and SLA targets. Build scalable support systems with ISO-ready processes and leverage automation and AI for efficiency. Use data to optimize support operations and collaborate cross-functionally. Champion continuous improvement through training and process refinement. This role requires 8+ years of customer support experience, including 2+ years in people management, with a proven track record in B2B SaaS support.

Requirements

• 8+ years of overall experience in customer support, with 2+ years in a people management role
• Proven success in managing or scaling B2B SaaS support teams (cybersecurity experience is a bonus)
• Deep understanding of key metrics like CSAT, SLA, NPS, and First Contact Resolution
• Hands-on experience with modern support tools (Intercom, Zendesk, Freshdesk) and AI-based support automation
• Skilled in support operations, triaging workflows, and process building from scratch
• Strong analytical, communication, and cross-functional collaboration skills
• Comfortable working in fast-paced, ambiguous environments with high autonomy

Responsibilities

• Lead a remote-first support team with clear goals, regular feedback, and a strong culture of ownership
• Deliver world-class customer experiences by driving CSAT, FCR, and SLA targets
• Build scalable support systems with ISO-ready processes and clear documentation
• Implement automation & AI (Intercom bots, macros, workflows) to improve efficiency
• Use data to drive decisions, streamline queues, and reduce response/resolution times
• Ensure 24/7 support readiness, with effective shift planning and global coverage
• Collaborate cross-functionally with Product, Engineering, and Success to resolve issues and close feedback loops
• Champion continuous improvement through QA reviews, training programs, and RCA-driven fixes