Senior Manager, Customer Support

Job description

Applications for this position will be accepted on an ongoing basis. About the opportunity As Senior Manager, Customer Support, you will join a dedicated support function to lead our North America-based team. The role isn’t only about people: you’ll also work with the wider global support team to redefine our processes and methods as we grow. You’ll be focused on getting things done and on delivering excellence to our people and customers in every interaction. What to expect? • Build, lead, coach and mentor a team of technical support engineers and support representatives • Own hiring, onboarding and performance management for your team, and build clear career paths that help people grow • Shape and execute a global Customer Support strategy and operational plan that delivers world-class support to all of Contentful’s users around the world, in both high-touch and self-serve formats • Ensure consistent execution of our Support objectives as measured by CSAT, SLA attainment and other KPIs such as Time-to-First-Response and Time-to-Resolution • Drive the adoption of AI and automation across the support experience, including AI-assisted triage, ticket deflection and AI agents working alongside the team, with clear targets for self-serve resolution • Own our knowledge base and Help Center, keeping content accurate, current and effective for self-serve customers • Run a quality assurance and ticket-review programme, and use what it shows to guide coaching and development • Work closely with our Technical Account Managers on strategic and enterprise accounts, aligning on escalations, account health and proactive support • Set up a defined voice-of-the-customer process that turns ticket trends and customer feedback into prioritised input for Product and Engineering • Continuously improve our Support model, processes and tools to ensure the best possible customer experience for all customer segments • Collaborate cross-functionally with Product Management, Engineering, Professional Services, Customer Success and Sales so that we understand our customers deeply and make it easier to do business with Contentful as we scale What you need to be successful? • 7+ years in technical support, including 3+ years building and leading 24x7x365 technical support teams or similar customer-facing functions. Experience in a high-growth software company is a plus. • Experience optimising and implementing incident management processes at the support operations level, from SLA adherence to customer-facing RCA documentation • Experience managing, coaching and developing team members across multiple North American locations and time zones • Demonstrated experience handling customer escalations in close collaboration with Professional Services, Customer Success, Sales and Engineering • A solid technical grounding in APIs, SaaS architecture and modern web technologies, enough to guide engineers and engage credibly with technical customers • Hands-on experience with Zendesk, Jira, Slack and Salesforce • Strong communication skills, both externally with customers and internally to drive cross-functional alignment • You thrive amid ambiguity, yet create simplicity and clarity for the organisation • Adaptability to change, which is key in a fast-growing business • Extremely collaborative and comfortable working cross-functionally; always in team-building mode, whether across the company or within your own organisation At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $150,100 - $187,600 annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable Contentful is now officially part of Salesforce. Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to fin