Senior Customer Support Manager

About Cordance: Cordance is a premier, internationally recognized B2B software acquisition pioneer, SaaS operations innovator, and vertical growth acceleration leader on an absolute mission to unlock the full potential of business-to-business software companies. By partnering directly with founders, our team of experienced operators and subject-matter experts supplies the strategic, financial, and long-term tactical guidance required to scale cloud enterprises efficiently. Grounded firmly in a corporate philosophy that values profitable year-over-year revenue growth, we embrace what makes each acquired company great, delivering dignity to organizations and their employees while building a lasting business legacy. Operating a fast-scaling, multi-product portfolio workspace, Cordance provides high-agency customer experience executives with an uncompromised remote canvas to define support architectures and drive operational consistency safely across global client environments.

Position Overview

We are seeking a highly analytical, systems-minded Senior Customer Support Manager to join our core centralized Customer Service leadership collective in a full-time remote capacity within the United States. Operating as a high-leverage player-coach, you will step up to claim individual strategic operational accountability for both directly managing a portfolio of complex, high-priority customer escalations and leading an international distributed team of Customer Support Managers, Team Leads, and Specialists across multiple SaaS products. Shifting completely away from routine mechanical ticket monitoring or passive delegation, you will model excellent communication, sound judgment, and cross-functional partnerships using real-time operational examples. This senior position requires an enterprise support veteran with 8+ years of B2B SaaS history who handles commercially sensitive accounts fluidly, manages support data quality processes smoothly across Zendesk or Salesforce, and architects scalable ticketing frameworks to maximize retention and quality metrics.

Key Responsibilities

• High-Priority Portfolio Escalation Governance: Carry direct operational responsibility for a multi-product portfolio of complex, high-stakes customer situations, leading resolution pathways with a high sense of urgency and absolute accountability natively utilizing Customer Support methodologies.
• Distributed Team Performance Leadership: Direct, coach, and develop a high-performing team of Support Managers, Team Leads, and Specialists, maintaining full accountability over individual performance reviews and capability calibration maps.
• Multi-SaaS Support Orchestration: Support enterprise customers across distinct B2B SaaS products and environments, ensuring consistent service quality and cross-product documentation despite varying system complexities.
• Cross-Functional Resolution Triage: Partner peer-to-peer alongside internal Product Management, core Engineering, and Customer Success leadership cells to execute rapid customer recovery efforts and fix systemic platform defects natively leveraging Technical Support routing criteria.
• High-Impact Communications Curation: Draft, review, and guide critical client-facing communications during live service disruptions, complex account modifications, or executive-level escalations.
• Operational Flunecy and Queue Metrics Monitoring: Maintain absolute visibility into team queue health, support quality scores, and SLA compliance metrics without managing the day-to-day transaction triage directly.
• Ticketing Data and Tooling Compliance: Define, audit, and enforce rigid ticketing standards, case management processes, and data quality requirements within enterprise support frameworks, explicitly covering platforms like **Zendesk**, **Salesforce**, **HubSpot**, or TeamSupport.
• Root Cause Analysis and Knowledge Management: Lead rigorous root cause analysis (RCA) loops to isolate recurring product bugs or operational process gaps, while driving knowledge management strategies for internal databases and self-service adoption.

Required Skills & Qualifications

• 8+ years of verified professional history running advanced customer support operations, technical support management, B2B SaaS account escalations, client success coordination, or help desk systems consulting.
• Deep, authoritative technical command of case management lifecycles, service level agreement (SLA) tracking systems, customer satisfaction (CSAT) score frameworks, and queue health telemetry.
• Expert-tier capability writing high-impact client correspondence, translating technical software errors into business context, and managing multi-layered stakeholder expectations natively utilizing Customer Support patterns.
• Practical operational familiarity configuring support dashboards, auditing agent metrics, and enforcing workflow compliance rules natively using Technical Support software tools (specifically Zendesk, Salesforce, or HubSpot).
• Documented Management Footprint: Proven prior experience operating as a formal people manager with direct reports in a support or customer-facing function, with trackable accountability for team member coaching and career pathway design.
• Outstanding verbal and written communication mechanics in business-fluent English, enabling uncompromised directness and care when delivering performance feedback to senior leaders or managing executive enterprise clients.
• Location Context: Position open exclusively to qualified customer experience managers based permanently and resident within the **United States** to work under a 100% remote work-from-home layout.

Preferred Strategic Indicators (Nice to Have)

• Prior history navigating an explicit Team Lead or equivalent player-coach role before stepping into formal corporate people management, demonstrating a natural progression through the support leadership path.
• Experience building or completely redesigning support onboarding structures, quality assurance validation frameworks, or multi-channel coverage plans simultaneously.
• Familiarity with Knowledge-Centered Service (KCS) principles, content coverage planning, or documentation quality governance frameworks at the team level.
• An outcome-driven personal philosophy rooted in high operational grid discipline, a passion for developing support talent, and a desire to turn support metrics into actionable strategic insights for cross-functional product labs.

What We Offer

• High-Yield United States Salaried Blueprint: Highly competitive, experience-calibrated full-time base salary packages structured transparently to evaluate your support authority, multi-product craftsmanship, and team leadership velocity.
• The exceptional professional canvas to directly direct, shape, and engineer the enterprise support processes and escalation frameworks power-routing retention for a fast-growing B2B software portfolio.
• Profound work-from-home remote parameters offering an elite distributed workplace arrangement, complete scheduling trust, and zero physical geographic office commuting friction across America.
• Immediate baseline eligibility for comprehensive **Health and Wellness Coverages** starting directly on your very first day of employment.
• Access to elite wealth accumulation tools, featuring a 401(k) Retirement Plan (US) matching 1:1 for the first 3% of contributions and 0.5:1 for the next 2% (contribute 5% to receive a 4% match), eligible after 90 days with immediate full vesting.
• Generous personal lifestyle calibration benefits, providing an uncapped **Flexible PTO** vacation structure, 12 weeks of fully paid parental leave for all employees, an extensive holiday schedule, and a monthly remote work utility stipend of **$75 USD** for phone and internet bills.