Manager - Customer Support

Requirement Details. Job Description :

About Us

We are a fast-growing SaaS company transforming the way scholarly publishers manage submission workflows. Our platform simplifies the author-to-editor-to-reviewer journey, enabling publishers, societies, organizers, and editorial teams to deliver a seamless, efficient, and transparent submission experience. With a deep understanding of academic publishing, we empower our clients to focus on what matters most : accelerating scholarly research.

About the Role

As our Customer Support Manager , you'll be the front line of support for our growing community of scholarly publishers, societies, associations, and conferences. You will lead and evolve our support function to ensure clients receive timely, empathetic, and technically sound assistance. You'll be instrumental in building a high-touch, scalable support model that reflects our commitment to partnership, precision, and user trust.

Key Responsibilities

• Manage day-to-day customer support operations, ensuring quick resolution and high satisfaction
• Develop and optimize support workflows, including ticketing, escalation, and reporting
• Recruit, onboard, and lead a growing support team as we scale
• Collaborate cross-functionally with Product, Engineering, and Sales to surface user feedback, resolve bugs, and improve usability
• Build, maintain, and expand a searchable knowledge base and self-service help center
• Implement systems to track KPIs such as CSAT, response / resolution times, and ticket trends
• Advocate for customer needs while balancing internal priorities
• Handle complex or sensitive customer escalations with empathy and efficiency

Qualifications

Why Join Us?

Qualification(s) :