Manager Customer Support - US Shift

About the job

Social Pilot is looking for an Manager-Customer support to partner with Social Pilot’s customers and make them truly successful in achieving their social media goals.

As a part of the customer success team, you will help prospects in understanding if Social Pilot is the right platform for them. You will also work with customers to resolve any issues, help them adopt new features, and overall be their partner in success.

Location: Remote

• Lead, manage, and mentor a customer support team during the night shift
• Ensure high-quality customer support across email, chat, and voice channels
• Act as an escalation point for complex customer issues and ensure timely resolution
• Monitor team performance, KPIs, SLAs, CSAT, and productivity metrics
• Develop and improve support processes, workflows, and documentation
• Collaborate with Product, Engineering, and other internal teams to resolve issues and share customer feedback
• Ensure adherence to support standards, quality guidelines, and best practices
• Conduct regular team meetings, performance reviews, and training sessions
• Drive continuous improvement in customer experience and operational efficiency.

• 6+ years of experience in customer support within a B2B SaaS company
• 2+ years of experience managing or leading a customer support team
• Excellent written and verbal English communication skills (mandatory)
• Hands-on experience handling customer support via emails, chats, and calls
• Strong working knowledge of support tools such as Help Scout, Zendesk
  , and similar platforms
• Experience with ticket management, escalation handling, and customer satisfaction metrics
• Ability to work independently and manage teams during the night shift

Social Pilot empowers over 12,000 agencies and SMBs to manage their social media publishing, analytics, and social engagement while collaborating with their team and clients.

We’re a high-growth bootstrapped B2B SaaS company with healthy profitability and a solid runway.

Social Pilot is nominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category.

• Helped 12,000+ marketing agencies and SMBs across the globe
• 5 billion+ social media posts published
• One of the fastest-growing SaaS companies in India as listed by Inc 42
• Ranked as a “Leader” consistently by G2, Capterra, Software Suggest, and Trust Radius
• Nominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category
• Named as the Top 10 Bootstrapped Startups in India
• Consistently ranked as a “Great Product” consistently by G2, Capterra, and Trust Radius
• Officially a Great Place to WorkTM - Certified startup
• Rated by YOUR STORY as the Number 1 social media scheduling tool

• Customer Obsession:
  We put customers first while making decisions and planning future goals
• Ownership:
  We believe in taking ownership of areas that we’re working on. We own up to our – successes and failures. Moving the needle matters more than just busywork
• Relentless:
  When it comes to creation & innovation, we stop  might fail at the first attempt, but we rise back fast to try again.
• Nimbleness:
  We respond rapidly to changing circumstances and customer needs
• Collaboration:
  
  Our collaboration efforts extend to our partners and customers along with our internal team. We are stronger together.

• Complete transparency on strategy, business metrics, key performance indicators, and major initiatives across the organization
• No micromanagement:
  Own up your work and be accountable without the need for close supervision.
• Great team:
  Work with a great team with diverse backgrounds from world-class organizations
• Personal growth:
  Design a personal learning plan and utilize organizational resources to achieve the goals.
• Best in class health and medical benefits
• Profit-Sharing Plan:
  We reward our high-performing employees by actually sharing profits with them. The profits for the year 2021 were shared with the team in the final week of December.
• Staycation:
  Every year, choose anywhere in the world to stay for a month; we will take care of the expenses!
• Open Door Policy:
  Strong communication and transparency go a long way in creating stress-free workplaces. Got a question? Just ask the right person without any bureaucracy
• Zen-like Workspace: A modern, aesthetically pleasing workspace with an all-inclusive cafeteria and dedicated conference/meeting rooms if you decide to work from the office