Customer Support Manager-B2B Saas (US Shift)

✨ What you’ll be working on

As Customer Support Manager at SocialPilot, you’ll lead a remote support team, coach people, solve complex customer issues, and work closely with Product and Engineering to improve the customer experience.

If you enjoy coaching people, solving problems, and making customer support better every day, this could be a great next step in your career.

• Lead and support a remote customer support team during the US shift.
• Ensure customers receive consistent, high-quality support across email, live chat, and phone.
• Handle complex customer issues and escalations with confidence.
• Monitor team performance, service levels, response times, and customer satisfaction.
• Improve support workflows, documentation, and internal knowledge resources.
• Work closely with Product and Engineering teams to share customer feedback and resolve issues.
• Step in to handle support tickets and customer calls whenever needed.
• Coach team members and help them grow professionally.

What We’re Looking For

• 8+ years of customer support experience in a B2B SaaS environment.
• At least 3 years of experience leading or managing a customer support team.
• Excellent written and spoken English communication skills.
• Strong experience supporting customers through email, chat, and phone.
• Familiarity with support platforms such as Zendesk, Help Scout, or similar tools.
• Experience handling escalations, ticket management, and customer satisfaction metrics.
• Comfortable working independently during the US shift.
• Strong leadership, problem-solving, and decision-making skills.

This Role Could Be a Great Fit If You…

• Love helping both customers and your team succeed.
• Enjoy improving processes instead of simply following them.
• Stay calm when handling challenging customer situations.
• Like using customer feedback to make products better.
• Want to work in a fast-growing SaaS company where your ideas matter.

Why You’ll Love Working at SocialPilot

SocialPilot isn’t just growing it’s helping thousands of businesses around the world manage their social media more efficiently.

Here’s what you can look forward to:

• Fully remote opportunity based in India.
• Work with a fast-growing and profitable SaaS company.
• Transparent leadership and open communication.
• No micromanagement you’re trusted to own your work.
• Learning and career growth opportunities.
• Competitive health and medical benefits.
• Profit-sharing program.
• Annual staycation benefit.
• Great Place to Work® certified culture.
• Friendly, collaborative, and supportive team.

About SocialPilot

SocialPilot helps more than 12,000 businesses and marketing agencies manage their social media publishing, engagement, and analytics from one platform.

Over the years, the company has helped customers publish billions of social media posts while earning recognition from platforms like G2, Capterra, and TrustRadius. As one of India’s leading bootstrapped SaaS companies, SocialPilot continues to build products that make social media management easier for businesses around the world.