Sr. Support Manager

Who We Are

At Help Scout, we’re on a mission to help businesses delight more customers. We’ve been on this journey since 2011, and today more than 10,000 companies use our platform to provide outstanding customer support. We’ve been fully remote from the beginning, and have a team of 130+ people all over the world.

We love crafting beautiful products and growing a business together, but we’re also trying to do something bigger. We’re building a company that brings out your best and leaves the world a better place— a company that seeks balance between profit and purpose. That’s why we’ve been a Certified B Corporation since 2019 and have pledged 1% of our equity back to the community.

Help Scout’s success hinges on hiring talented, high‑accountability people who want to be part of creating a culture where we all feel challenged and supported to do our best work. We hope that excites you to join us!

This role must be located in Eastern or Central time zones to effectively support our globally distributed support team. We are only able to hire in the United States and Canada for this role.

As our Senior Support Manager, you’ll lead the day‑to‑day operations of our frontline support team, ensuring we consistently deliver exceptional customer experiences while meeting our performance goals. You’ll work alongside a highly skilled team of support professionals, coaching them to success while staying hands‑on in the queue yourself. Your focus is simple but critical: make sure the queue is running the way it should.

You’ll manage our 6‑person frontline support team that spans the European, US, and Australian time zones. Help Scout is a technical product with a high bar for excellence in support, so your direct reports are highly skilled professionals who work autonomously. You’ll collaborate closely with our Product Support Lead for training needs and our Support Operations Lead for technical solutions and tooling.

You’ll report to the VP of Customers, Abigail Phillips.

This is a hands‑on leadership role where you’ll spend time in the queue every day alongside your team. Your job is to ensure they have what they need to succeed, spot opportunities for improvement, and maintain the high quality standards our customers expect so that we can meet our metrics.

Here’s what your work at Help Scout will cover:

• Queue Leadership:
  You might spend your morning in the queue helping customers on a complex issue alongside your team, identifying patterns in the types of questions coming in, and spotting opportunities to improve response quality or efficiency.
• Team Support & Quality:
  You could conduct quality reviews on recent conversations, jump into a Slack thread to help a teammate navigate a difficult customer situation, or champion great work when you see it. You’re a go‑to resource for the team to answer questions and provide guidance.
• Performance & Improvement:
  You might review KPI dashboards to understand how the team is tracking against goals, request specific product training from the Product Support Lead when you notice knowledge gaps, or work with the Support Operations Lead to create a new workflow or agent that solves a recurring issue.

Your primary responsibilities include:

• Overseeing all frontline support team members and ensuring smooth queue operations
• Monitoring and ensuring the team meets established KPIs and performance standards
• Working in the queue daily alongside your team to stay connected to the customer experience and your team
• Supporting autonomous decision‑making while providing guidance when needed
• Raising concerns and advocating for resources when the team needs additional support
• Maintaining team morale and creating a positive, respectful, and collaborative work environment

Experienced Support Leader: You’ve led a SaaS support team before, so you understand what great technical support looks like and you’re technical yourself. You’re comfortable with metrics and performance management, but you know that numbers tell only part of the story. You’ve managed skilled professionals who don’t need…