Manager of Customer Support jobs in United States
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ClosedWon Talent · 1 day ago

Manager of Customer Support

positionUnited States
timeFull-time
remoteRemote
seniorityMid, Senior Level
date3+ years exp

ClosedWon Talent is a sales & go-to-market recruiting agency specializing in fast-growing startups. Captura.io, a workflow and e-commerce software provider for professional photographers, is seeking a Manager of Customer Support to lead their global technical support function and improve customer support processes.

Staffing & Recruiting

Responsibilities

Lead, coach, and develop a team of technical support specialists handling tickets, chat, and technical onboarding
Own the strategy, quality, and governance of the public knowledge base, including structure, accuracy, and ongoing maintenance
Reduce repetitive L1 tickets by driving self-serve pathways through documentation, community, and chat workflows
Establish clear KPIs and reporting around ticket volume, time to resolution, escalation rates, and customer satisfaction
Act as the escalation point for out-of-SLA or high-impact customer issues
Oversee technical onboarding for customers, ensuring consistency and scalability across segments
Partner with Engineering to manage L3 issues, bugs, and technical requests through Jira
Translate recurring support themes into actionable feedback for Product and Engineering
Identify and empower team members to take ownership of documentation, onboarding, or specialization areas

Qualification

Technical support managementKnowledge managementSaaS experienceOperational mindsetCross-functional collaborationMotivating leadershipCommunication

Required

2+ years of experience managing a technical or customer support team (or acting as a team lead)
3+ years of hands-on experience in technical support within a SaaS or software environment
Proven ability to build and maintain knowledge bases, documentation, or self-serve support systems
Experience supporting high-touch customers with complex technical needs
Strong operational mindset with comfort owning metrics, reporting, and process improvement
Excellent written and verbal communication skills
Comfortable working cross-functionally with Engineering, Product, and Customer Success
Motivating leadership style with the ability to drive adoption of documentation and process changes

Company

ClosedWon Talent

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ClosedWon Talent partners with startup founders and revenue leaders at the point where every Sales and GTM hire truly matters.
dateFounded in 2023
location
Boston, Massachusetts, US
people-size2-10 employees
web-link
https://www.closedwontalent.com/

Funding

Current Stage
Early Stage
Company data provided by crunchbase