Customer Support Manager

SysCloud is a Backup-as-a-Service (BaaS) platform providing the capability within a single pane of glass to backup mission critical SaaS applications such as Google Workspace, Microsoft 365, QuickBooks Online, HubSpot, Slack, and Salesforce. Our platform offers a comprehensive suite of solutions like backup, data recovery, ransomware protection, compliance alerts, and eDiscovery search.Position: Customer Support ManagerNumber of Openings: 1Experience: Minimum 3 yearsPosition SummaryThe Customer Support Manager is a hands-on player-coach responsible for the daily operation, performance, and customer experience delivered by a two-person Customer Support Associate team. Reporting directly to the Director of Customer Support, this role oversees ticket operations, backlog health, employee coaching, routine escalations, and coordination with Engineering and other internal teams.The manager will lead associates working across the United States and India while personally handling selected complex, aged, or escalated cases. The role ensures that customer issues have clear ownership, timely communication, and appropriate follow-through. By assuming responsibility for daily support operations, the manager enables the Director to focus on strategic customer relationships, Customer Insight Calls, sales engineering, product feedback, and organizational development.Because SysCloud supports education and business customers protecting data in Google Workspace and Microsoft 365, the manager must be able to understand customer requirements related to backup, recovery, retention, and data protection. Direct education-sector experience is helpful but is not required; candidates with relevant corporate, enterprise, or SaaS experience must be able to learn the operational needs of K-12 and higher education customers.Primary Responsibilities• Manage daily team activities, priorities, schedules, coverage, and workload distribution across multiple time zones.• Remain technically hands-on by maintaining a limited portfolio of complex, escalated, aged, or high-risk tickets. Approximately 25-35% of normal capacity should be devoted to direct casework without carrying a full associate-sized queue.• Monitor ticket queues, response times, service levels, aging, customer-impacting risks, and team capacity.• Ensure every open ticket has an appropriate owner, accurate status, documented next action, and follow-up date.• Conduct regular reviews of aged, inactive, unassigned, escalated, and cross-functionally dependent tickets.• Serve as the first management-level point of escalation for routine customer and operational issues.• Maintain consistent customer communication during extended investigations, internal delays, and product-fix dependencies.• Establish follow-up and closure procedures for tickets waiting on customer responses.• Coordinate cases waiting on Engineering, Product, Customer Success, Sales, Finance, partners, or permanent fixes.• Ensure technical escalations contain sufficient evidence, reproduction details, business impact, and customer context.• Identify recurring product deficiencies and escalate systemic or high-impact concerns to the Director.• Conduct regular one-on-one meetings, coaching sessions, and ticket quality reviews.• Support employee on-boarding, training, certification, performance management, and professional development.• Audit ticket priorities, categories, statuses, and ownership for accuracy and consistency.• Develop concise operational reporting covering backlog, aging, escalations, customer satisfaction, and team performance.• Identify opportunities to improve documentation, training, workflows, and automation.• Represent Customer Support in routine cross-functional meetings when Director participation is not required.Decision-Making AuthorityThe Customer Support Manager may assign and reassign tickets, adjust daily priorities, manage routine coverage, provide employee coaching and performance feedback, coordinate internal resources, handle routine customer escalations, recommend ticket closure or reclassification, and implement approved support processes. The manager will consult the Director regarding executive or high-risk escalations, significant account or retention risks, major incidents, serious performance concerns, staffing or hiring decisions, legal or compliance matters, policy decisions, systemic product deficiencies requiring executive prioritization, and major changes to team structure or operating strategy.Required Qualifications• Previous experience leading or supervising a technical customer support, customer service, or help desk team.• Experience managing ticket queues, aged backlogs, customer escalations, service levels, and cross-functional dependencies.• Working knowledge of Google Workspace, Microsoft 365, or comparable cloud productivity platforms.• Understanding of backup, recovery, retention, and data-protection concepts.• Strong technical troubleshooting, analytical, organizational, written, and verbal communication skills.• Ability to learn customer environments and translate technical issues into clear customer and business impact.• Ability to coach employees, provide constructive feedback, and maintain accountability.• Experience using ticketing, reporting, and customer relationship management systems.• Experience collaborating with Engineering, Product, Customer Success, Sales, or other internal teams.• Ability to lead employees across multiple locations, cultures, and time zones.• Ability to balance direct casework with team leadership, queue governance, and internal follow-up.Preferred Qualifications• Experience supporting K-12, higher education, education technology, or other education-sector customers.• Familiarity with Google Workspace for Education or Microsoft 365 Education environments.• Experience supporting SaaS, cloud backup, data protection, cybersecurity, or other technical products.• Familiarity with Google Workspace, Microsoft 365, Microsoft Entra ID, Salesforce, HubSpot, or similar platforms.• Experience working with distributed or international support teams.• Familiarity with incident response, root-cause analysis, quality programs, and product escalation processes.Measures of Success• Improved queue health, workload distribution, customer communication, and follow-through.• Documented ownership and disposition plans for aged tickets, with measurable reduction where Support controls the outcome.• Faster and more consistent coordination with Engineering and other internal departments. • Stronger employee accountability, coaching, and development.• Fewer routine operational issues requiring Director involvement.• Increased Director capacity for strategic customer and business initiatives while maintaining a sustainable balance between the Manager's casework, coaching, backlog governance, and internal follow-up.