{"schemaVersion":"jobsearcher.job.v1","id":"5147517947df37f2fbe5deb5","url":"https://jobsearcher.com/jobs/5147517947df37f2fbe5deb5","canonicalUrl":"https://jobsearcher.com/jobs/5147517947df37f2fbe5deb5","title":"Customer Support Manager (Remote)","description":"Customer Support Manager (Remote)Company OverviewWe are located in the greater Salt Lake City, Utah area, and we are a rapidly growing SaaS company that has been in business for over 20 years. We are continuing to scale and have expanded significantly over the past few years. We have a very collaborative culture and continue to emphasize servant leadership. Position OverviewWe are seeking a remote Customer Support Manager to lead a high-performing support team that delivers exceptional application and SaaS customer experiences. The role focuses on managing day-to-day application support operations, triaging and resolving customer issues via JIRA and ticketing platforms, maintaining SLA and response standards, and driving continuous improvements in processes and team performance. The ideal candidate will combine strong people management skills with hands-on experience in SaaS and application support, and will partner closely with Product, Engineering, Sales, and Billing teams to reduce churn and increase customer satisfaction.Key ResponsibilitiesLead, coach, and grow a remote customer support team, including hiring, onboarding, training, and conducting regular performance reviews.Own day-to-day application and SaaS support operations, ensuring timely, accurate responses and resolution of customer issues.Manage and optimize JIRA workflows and ticketing processes to ensure efficient case routing, prioritization, and resolution.Set, monitor, and report on support KPIs (e.g., SLA adherence, first response time, resolution time, NPS/CSAT) and drive initiatives to improve those metrics.Serve as primary escalation point for complex or high-priority customer issues and coordinate cross-functional resolution with Product and Engineering.Implement and maintain knowledge base, runbooks, and standard operating procedures to scale support and reduce ticket volume.Collaborate with Billing and Finance teams on billing-related inquiries and escalations; support ERP or utility billing workflows when required.Drive continuous process improvement initiatives, including root-cause analysis, recurring issue prevention, and automation of manual tasks.Manage ticket response standards and ensure consistent, professional communication with customers across channels.Provide regular reporting and insights to leadership on team performance, common product issues, and customer trends.Qualifications5+ years in customer support or application support roles with at least 2 years in a people management position (remote experience preferred).Proven experience supporting SaaS products and production applications, including incident triage and root-cause coordination.Hands-on experience using and administering JIRA and related ticketing systems; strong workflow and queue management skills.Demonstrated ability to define and manage KPIs and performance reviews to drive team outcomes.Excellent written and verbal communication skills, customer empathy, and stakeholder management across Product, Engineering, and Sales.Experience with ticket response SLAs, escalation management, and building/maintaining knowledge bases.Nice-to-have: experience with billing support, ERP systems, or utility billing workflows.Nice-to-have: familiarity with billing dispute resolution, subscription billing models, or related SaaS billing operations.BenefitsVacation/PTOMedicalDentalVision401kBonusTelecommute  Email Your Resume In Word ToMatt.Bailey@CyberCoders.comLooking forward to receiving your resume through our website and going over the position with you. Clicking apply is the best way to apply.Please do NOT change the email subject line in any way. You must keep the JobID: linkedin : MB6-1991652L599 -- in the email subject line for your application to be considered.Matt Bailey - Director of Client DevelopmentFor this position, you must be currently authorized to work in the United States without the need for sponsorship for a non-immigrant visa. This is a new role.This job was first posted by CyberCoders on 07/08/2026 and applications will be accepted on an ongoing basis until the position is filled or closed.This job was posted on 07/08/2026 and is open for 60 daysEverforth CyberCoders is proud to be an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by law. Our hiring process includes AI screening for keywords and minimum qualifications, and a virtual recruiter as part of the application process. A human recruiter reviews all results. Click here for details on our virtual recruiter .  Everforth CyberCoders will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable state and local law, including but not limited to the Los Angeles County Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act. Everforth CyberCoders is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. Individuals needing special assistance or an accommodation while seeking employment can contact a member of our Human Resources team at Benefits@CyberCoders.com to make arrangements.Copyright © 2026 Everforth, Inc. All rights reserved.","company":"CyberCoders","rawCompany":"cybercoders","isRemote":true,"isActive":false,"createdAt":"2026-07-19T12:47:29.858Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Support Manager (Remote)","description":"Customer Support Manager (Remote)Company OverviewWe are located in the greater Salt Lake City, Utah area, and we are a rapidly growing SaaS company that has been in business for over 20 years. We are continuing to scale and have expanded significantly over the past few years. We have a very collaborative culture and continue to emphasize servant leadership. Position OverviewWe are seeking a remote Customer Support Manager to lead a high-performing support team that delivers exceptional application and SaaS customer experiences. The role focuses on managing day-to-day application support operations, triaging and resolving customer issues via JIRA and ticketing platforms, maintaining SLA and response standards, and driving continuous improvements in processes and team performance. The ideal candidate will combine strong people management skills with hands-on experience in SaaS and application support, and will partner closely with Product, Engineering, Sales, and Billing teams to reduce churn and increase customer satisfaction.Key ResponsibilitiesLead, coach, and grow a remote customer support team, including hiring, onboarding, training, and conducting regular performance reviews.Own day-to-day application and SaaS support operations, ensuring timely, accurate responses and resolution of customer issues.Manage and optimize JIRA workflows and ticketing processes to ensure efficient case routing, prioritization, and resolution.Set, monitor, and report on support KPIs (e.g., SLA adherence, first response time, resolution time, NPS/CSAT) and drive initiatives to improve those metrics.Serve as primary escalation point for complex or high-priority customer issues and coordinate cross-functional resolution with Product and Engineering.Implement and maintain knowledge base, runbooks, and standard operating procedures to scale support and reduce ticket volume.Collaborate with Billing and Finance teams on billing-related inquiries and escalations; support ERP or utility billing workflows when required.Drive continuous process improvement initiatives, including root-cause analysis, recurring issue prevention, and automation of manual tasks.Manage ticket response standards and ensure consistent, professional communication with customers across channels.Provide regular reporting and insights to leadership on team performance, common product issues, and customer trends.Qualifications5+ years in customer support or application support roles with at least 2 years in a people management position (remote experience preferred).Proven experience supporting SaaS products and production applications, including incident triage and root-cause coordination.Hands-on experience using and administering JIRA and related ticketing systems; strong workflow and queue management skills.Demonstrated ability to define and manage KPIs and performance reviews to drive team outcomes.Excellent written and verbal communication skills, customer empathy, and stakeholder management across Product, Engineering, and Sales.Experience with ticket response SLAs, escalation management, and building/maintaining knowledge bases.Nice-to-have: experience with billing support, ERP systems, or utility billing workflows.Nice-to-have: familiarity with billing dispute resolution, subscription billing models, or related SaaS billing operations.BenefitsVacation/PTOMedicalDentalVision401kBonusTelecommute  Email Your Resume In Word ToMatt.Bailey@CyberCoders.comLooking forward to receiving your resume through our website and going over the position with you. Clicking apply is the best way to apply.Please do NOT change the email subject line in any way. You must keep the JobID: linkedin : MB6-1991652L599 -- in the email subject line for your application to be considered.Matt Bailey - Director of Client DevelopmentFor this position, you must be currently authorized to work in the United States without the need for sponsorship for a non-immigrant visa. This is a new role.This job was first posted by CyberCoders on 07/08/2026 and applications will be accepted on an ongoing basis until the position is filled or closed.This job was posted on 07/08/2026 and is open for 60 daysEverforth CyberCoders is proud to be an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by law. Our hiring process includes AI screening for keywords and minimum qualifications, and a virtual recruiter as part of the application process. A human recruiter reviews all results. Click here for details on our virtual recruiter .  Everforth CyberCoders will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable state and local law, including but not limited to the Los Angeles County Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act. Everforth CyberCoders is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. Individuals needing special assistance or an accommodation while seeking employment can contact a member of our Human Resources team at Benefits@CyberCoders.com to make arrangements.Copyright © 2026 Everforth, Inc. All rights reserved.","datePosted":"2026-07-19T12:47:29.858Z","dateModified":"2026-07-19T12:47:29.858Z","hiringOrganization":{"@type":"Organization","name":"CyberCoders","sameAs":"https://jobsearcher.com"},"jobLocationType":"TELECOMMUTE","applicantLocationRequirements":{"@type":"Country","name":"US"},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"5147517947df37f2fbe5deb5"},"url":"https://jobsearcher.com/jobs/5147517947df37f2fbe5deb5"}}