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INE · 13 hours ago

Customer Support Manager

United States

Full-time

Remote

Mid, Senior Level

5+ years exp

INE is an award winning IT training platform which provides a hands-on and immersive learning experience in Cybersecurity, Networking, Data Science and Cloud. The Customer Support Manager will lead and improve customer support operations, managing a small team to ensure high-quality support for a global SaaS customer base.

ComputerEducationInformation Technology

H1B Sponsor Likely

Hiring Manager

Hannah Mierke

Responsibilities

Manage, coach, and develop a centralized US based customer support team (approximately 3–5 team members)

Foster a customer-first, collaborative culture focused on continuous improvement

Set clear expectations aligned to support KPIs, SLAs, and quality standards

Serve as an escalation point for complex or high-priority customer issues with a global client base

Lead by example via direct support for ticket queue escalations and high-impact customer issues

Oversee daily support operations, including ticket routing, prioritization, and workload balancing

Ensure customer inquiries are resolved efficiently and accurately

Monitor ticket volume and trends to identify process improvements and resourcing needs

Own day-to-day administration of Zendesk, including workflows, triggers, views, and macros

Build and maintain custom Zendesk reports and dashboards to support data-driven decision-making

Develop, organize, and continuously improve the customer Knowledge Base to increase self-service and reduce ticket volume

Leverage available AI tools (e.g., Copilot, auto-assist, AI agents) to improve response quality and team efficiency

Identify opportunities to streamline support processes and improve consistency

Contribute to quality review efforts through ticket reviews, coaching, and documentation updates

Partner with Product, Engineering, and Customer Success to resolve recurring issues and close feedback loops

Track and report on core support metrics such as CSAT, response time, and resolution time

Share customer feedback, product insights, and feature requests with internal stakeholders

Contribute customer support insights to product and roadmap discussions

Qualification

ZendeskCustomer support managementSaaS experienceAI-assisted toolsCultural awarenessProcess improvementCommunicationProblem-solving skillsOrganizational skills

Required

5+ years in customer-facing roles, including 2+ years in SaaS customer support

1–2+ years managing or leading support team members

Strong hands-on experience with Zendesk, including: Custom reporting and dashboards, knowledge base creation & maintenance, and workflow & automation configuration

Experience supporting global customers with awareness of cultural and regional differences

Familiarity with tools such as Recurly, HubSpot, or Salesforce

Comfort using AI-assisted tools to improve operational efficiency

Strong communication, organization, and problem-solving skills

Preferred

Experience managing teams with multi-functional support responsibilities

Familiarity with cybersecurity, networking, cloud, or data science concepts

Experience supporting platform integrations or migrations

Background supporting an online technical education, certification or training platform

Benefits

Comprehensive employer-sponsored healthcare plans for you and your family (medical, vision and dental)

Matching 401k

Flexible PTO

Paid parental leave

"Get Hungry, Get Certified” program for professional growth

Company

INE

INE is a computer networking company that offers CCIE training and data center lab preparation services.

Founded in 2003

Cary, North Carolina, USA

51-200 employees

http://ine.com

H1B Sponsorship

INE has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (2)

2021 (1)