Customer Support Manager

About the role

Yodeck is looking for a Customer Support Manager to own day‑to‑day support operations, ensuring customers, partners and resellers receive fast, accurate, and friendly assistance via ticket, live chat and phone. You will lead a small, high‑performing team, manage shift coverage and be the escalation point for complex issues.

Key responsibilities

• Lead, coach and develop the Customer Support agents through onboarding, 1:1s, performance reviews and handling under‑performance.
• Own hiring from assessment to final interview and build a fair, sustainable shift rota covering nights, weekends and holidays.
• Define and monitor team KPIs, report volume and sentiment trends to leadership.
• Manage ticket routing, macros and escalation paths in Intercom; create workflows for common cases such as player setup, connectivity, scheduling, licensing and billing.
• Run ticket quality assurance, ensuring answers are correct as well as fast.
• Act as escalation point on high‑stakes or angry customer situations and flag automation gaps.
• Partner with Technical Support, Sales, Customer Success and Product to resolve recurring issues and feed roadmap insights.
• Contribute to internal documentation and support playbooks in Slite.

Required profile

• 3‑5 years leading a customer support or service team, preferably in SaaS.
• Proven track record of developing agents, not just managing them.
• Experience owning support metrics and defending them while improving processes.
• Comfortable handling escalations with angry or high‑stakes customers.
• Experience managing shift coverage, including nights and weekends.
• Strong cross‑functional collaboration skills with Revenue, Product and Technical Support.
• Fluent English, both written and spoken.

Required skills

• Intercom (helpdesk/CRM platform)
• Hardware troubleshooting
• Networking concepts

What we offer

• Competitive salary with company‑wide bonus scheme and stock options.
• Hybrid work‑from‑home policy, office gym, nutritionist and meal vouchers.
• Individual training budget for professional development.
• Private medical insurance plan.
• Flexible working arrangements and commuting expense coverage.
• A fun, collaborative start‑up environment recognized as a Best Workplace.