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Job Title: Customer Service Manager – SaaS
Location: Pembroke Pines, FL
Job Type: Direct Hire
Referral Fee: +/- $1000
Position Overview
Gravity is seeking an experienced Customer Service Manager with 10+ years of experience in SaaS-based customer support operations. This role will oversee a team of Customer Service Representatives (CSRs), ensuring a high level of customer satisfaction, efficient support workflows, and process optimization. The ideal candidate has a strong background in SaaS customer success, CRM systems, and technical troubleshooting, with a strategic mindset to drive retention, engagement, and expansion of the customer base.
Key Responsibilities
- Lead, mentor, and develop a team of SaaS-focused Customer Service Representatives, ensuring best-in-class support.
- Oversee customer interactions across multiple channels (phone, email, chat, and ticketing systems) to maintain exceptional response times and resolutions.
- Design and implement scalable customer support processes, optimizing workflows for efficiency and automation.
- Monitor key customer service KPIs (CSAT, NPS, response time, resolution time) and develop strategies for continuous improvement.
- Manage customer escalations effectively, working cross-functionally with technical support and product teams to drive resolutions.
- Enhance self-service options, including knowledge bases, FAQs, and automated responses, to improve customer engagement.
- Collaborate with Product, Sales, and Customer Success teams to align customer feedback with product development and retention initiatives.
- Ensure smooth onboarding and ongoing support for customers, driving adoption and reducing churn.
- Optimize CRM and support platforms (e.g., HubSpot, Salesforce, Zendesk, Freshdesk) to streamline service operations.
- Stay ahead of SaaS industry trends, integrating best practices into customer service strategies.
Required Skills & Qualifications
- 10+ years of customer service experience, with at least 5 years in SaaS customer support leadership.
- Proven track record of managing and scaling SaaS customer service teams in a high-growth environment.
- Strong technical troubleshooting skills, understanding SaaS application workflows and integrations.
- Expertise in CRM and support platforms (HubSpot, Salesforce, Zendesk, Freshdesk, etc.).
- Data-driven approach, using analytics to improve service quality and customer experience.
- Exceptional leadership, coaching, and performance management skills.
- Strong strategic thinking and problem-solving abilities, with the ability to implement automation and efficiency improvements.
- Experience with SaaS customer retention, onboarding, and upselling strategies.
- Excellent verbal and written communication skills, with the ability to manage executive-level escalations.
Education & Experience
- Bachelor’s degree in Business, Communications, or a related field preferred.
- 10+ years of customer service experience, with 5+ years managing a SaaS customer support team.
- Experience with SaaS support workflows, automation, and self-service implementations.
- Familiarity with API integrations, cloud-based software, and SaaS troubleshooting best practices.
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Equal Employment Opportunity Statement
Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.