Full-Time Senior Manager, Customer Support

Who We AreAt Certn, we’re revolutionizing background screening with The World’s Easiest Background Check—fast, global, and powered by tech.

The Gig: Senior Manager, Customer and Technical Support The Senior Manager, Customer and Technical Support is a strategic leader responsible for optimizing the performance, scalability, and long-term sustainability of Certn’s Global Support operations.

What You’ll Be Doing (and Crushing)

• Drive team engagement by fostering a collaborative culture, coaching leaders to enhance their effectiveness, and leveraging support metrics to inform decisions and optimize team performance.
• Set, manage, and adjust team objectives for direct reports, ensuring alignment with Certn and customer goals.
• Oversee a comprehensive performance management strategy, including QA processes and service level objectives.
• Collaborate closely with Operations, Product, Sales, and Customer Success teams to align support strategies with new product launches and evolving customer expectations.
• Lead the team in establishing consistent processes to resolve client and applicant issues.
• Make decisions on resource allocation and team structure to meet performance targets and maintain 24/7 global coverage.
• Empower the team to resolve support queries across all channels, adhering to Certn’s Legal and Compliance SOPs.
• Make day-to-day decisions on resource allocation, tool management, and team structure.
• Collaborate with the Support Leadership team to enhance self-serve resources, including AI/chatbot responses and internal documentation.
• Collaborate with Product to identify, analyze, and report on key support volume drivers, maintain detailed records and make recommendations for reducing and mitigating future support volume.
• Collaborate with Product to improve internal tooling and platform efficiency.
• Collaborate with clients and the Product team to streamline and resolve API integration issues.
• Implement tooling and process changes to automate repetitive support inquiries and improve support efficiency.
• Support high-level client escalations by troubleshooting and resolving technical issues impacting clients and applicants.

What You Bring to the Table

• Proven track record of being adaptable to change and delivering great customer service in ambiguous or complex environments.
• Comfortable with technology and familiarity with tooling used in SaaS companies to complete actions related to Customer Support (CRMs and ticketing software such as Zendesk, Intercom, Hubspot, Atlassian products, etc.)
• Hands-on experience with SQL for data analysis and reporting.
• Proficient in diagnosing and resolving API issues.
• Experience implementing and configuring support tooling.
• Comfortable setting performance targets and objectives for direct reports.
• Comfortable managing employee expectations and resolving issues.
• Ability to learn and pick up new information and interpret client requirements quickly.
• Comfortable working with incomplete information and teasing out solutions.
• Experience leading Tier 2 or Escalated Support teams.
• Experience driving product changes in a SaaS environment.
• Experience in AI training and conversational design.
• Previous experience implementing and managing Support tooling.
• Strong personal communication skills.
• Strong work ethic, with the desire to ‘roll up sleeves’ and get the job done.

Why You Should Be Excited

• Work with amazing teams committed to giving great customer service.
• DEIB Commitment: We're dedicated to creating an inclusive and equitable environment for all.
• Bright Minds: Learn from some of the most brilliant and kind people you’ll ever meet!
• Work from home allowance.
• Full IT equipment will be provided.
• 4 weeks vacation
• 12 wellness days
• Health spending account/ benefits / etc.
• Work from home set-up allowance

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