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Phorest Software · 23 hours ago

Technical Customer Support Manager

United States

Full-time

Remote

Senior Level

5+ years exp

Phorest Software is a company that powers 11,000 hair and beauty salons using their software globally. They are seeking an experienced Customer Support Team Manager to lead their North American Support Team, focusing on delivering exceptional customer experiences and driving operational efficiency.

E-CommerceEnterprise SoftwareSocial CRMSoftware

Growth Opportunities

Responsibilities

Lead, coach, and develop a high-performing team of support agents through regular 1:1s, feedback, and performance management

Ensure the team consistently meets and exceeds KPIs, with a strong focus on customer satisfaction and operational efficiency

Own and manage critical escalations, acting as the regional point of contact while collaborating with global teams

Monitor team capacity and proactively plan hiring needs in partnership with Talent

Onboard new hires and drive continuous learning through training and development initiatives

Act as a subject matter expert on our salon management software, supporting both team members and customers

Provide regular insights to senior leadership on performance, trends, and opportunities for improvement

Support the team hands-on when needed, taking ownership of complex L2+ customer issues and technical investigations

Partner with global stakeholders to roll out new processes and systems across the region

Qualification

Technical support managementSaaS experienceCustomer-facing experiencePOS softwareZendesk proficiencyTeam developmentMac operating systemWindows operating systemJira proficiencyNotion proficiencyData-driven decision makingCommunication skillsProblem-solving skills

Required

5+ years of experience in a technical support team that serves external customers, preferably in a SaaS environment

5+ years of direct customer-facing experience

3+ years of experience managing a technical team of 10+ people in a support function

Strong knowledge of both Mac and Windows operating systems

Experience working with small business owners and a passion for helping them succeed

Hands-on experience with POS software

Proficiency with Zendesk, Slack, Jira, and Notion

Ability to work in a quiet, distraction-free environment during shifts

Customer-obsessed, with a genuine passion for delivering great experiences

A natural people leader who enjoys mentoring, coaching, and developing others

A practical problem-solver who stays calm and solutions-focused under pressure

An excellent communicator, confident engaging with both teams and senior stakeholders

Data-driven, using KPIs and insights to guide decisions and drive improvement

Decisive and accountable, even in challenging situations

Comfortable with regular travel as part of the role

Comfortable handling technical customer issues at L2 level and above

Preferred

Experience collaborating with Product & Development teams is a plus

Background in internal training and team development is advantageous

Benefits

Private healthcare

2 Wellness Days

Employee assistance program

Free online GP service

Competitive Compensation

Employee Share Purchase Scheme

Pension

Life Assurance

Income Protection

Bike to work scheme

Tax saver transport tickets

2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause

Enhanced Maternity and Paternity Benefits

Great learning environment

Extensive development opportunities

Development programs

Access to many online resources including LinkedIn learning

3 moving days

Company

Phorest Software

Glassdoor4.5

Empowering Salons, Spas, and Clinics Worldwide 🌍 At Phorest, we provide innovative software designed to drive growth, streamline operations, and elevate client experiences.

Founded in 2003

Dublin, Dublin, IRL

201-500 employees