Customer Support Manager

TestRail is looking for a Customer Support Manager to lead a high-performing Support team for one of the largest Test Management tools in the market. This role requires strong leadership skills in order to successfully manage, coach and guide a globally distributed team to deliver an outstanding customer experience.

Key Responsibilities

• Customer Ownership: Take full ownership of customer satisfaction, ensuring all issues are actively managed to resolution. Delegate effectively while maintaining accountability for outcomes and keeping customers informed throughout the process.
• Drive Performance: Monitor and report on key support metrics, ensure SLA adherence, and manage high-priority escalations.
• Cross-Functional Collaboration: Partner with Product, Engineering, and Customer Success teams to close feedback loops and improve customer experience.
• Coach and Align team members: Provide mentorship and strategic direction to Support engineers, fostering a sense of ownership, consistency and collaboration.
• Customer Feedback Management: Review and analyze customer feedback to identify recurring issues and improvement opportunities. Drive corrective actions to address negative experiences and reinforce positive ones.
• Process Improvement: Continuously evaluate internal workflows to identify inefficiencies and propose actionable improvements that enhance quality, speed, and consistency of support delivery.
• Drive Customer Support Escalations: Even a well-oiled machine gets a strongly opinionated customer from time to time. We rely on the Customer Support Manager to interface with these customers and help shepherd their strong reaction through an internal process to bring direction, closure and well defined next steps. Strong communication skills are a must!

Qualifications

• 5+ years of experience in technical support.
• Proven track record in SaaS or software product support environments.
• Understanding of support KPIs, reporting, and service management tools (Zendesk**, Ji**ra).
• Excellent written and verbal communication skills, with the ability to convey complex issues clearly.
• Preferred: Experience managing or aligning remote, globally distributed support team.
• Preferred: Domain knowledge in testing or application security software.

An Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

By submitting your application, you acknowledge that Sembi, Inc. will process and retain your resume and related personal information solely for recruitment and hiring purposes. Resumes of unsuccessful candidates will be securely deleted within twelve (12) months of the hiring decision, unless a longer period is required by law or you provide explicit consent for continued retention (e.g., for consideration for future opportunities).

In compliance with applicable privacy laws, including the EU General Data Protection Regulation (GDPR), you have the right to request access to, correction of, or deletion of your personal information at any time by contacting compliance@sembi.com. Sembi, Inc. does not sell candidate data and will ensure that all personal information is processed securely and in accordance with relevant data protection regulations.