Elastic · 3 hours ago
Manager, Customer Support
United States
Full-time
Remote
Mid, Senior Level
$113K/yr - $179K/yr
2+ years expElastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale. The Manager, Customer Support will lead a globally distributed team of dedicated Customer Support professionals, ensuring world-class service delivery and driving strategic initiatives to enhance customer satisfaction.
AnalyticsCloud ComputingOpen SourceSaaSSearch EngineSoftware
No H1B
U.S. Citizen Only
Responsibilities
Leading a team of non-technical customer support representatives (providing guidance, career development assistance) who are responsible for resolving customer questions and issues related to billing, account access, Marketplace integrations, and more
Ensuring customer issues are resolved within our committed service level agreements
Working cross-functionally with various business units and partners, like finance, development, and account management, through both routine and escalated situations
Maintaining strong relationships with our customers for the delivery of support
Driving critical metrics to ensure world-class service delivery and continually setting the standard
Ensuring continuous improvement, in terms of efficiency of support processes and customer satisfaction, through innovation and a customer self-service mindset
Qualification
Required
2+ years of proven leadership experience in a technical environment
Knowledge in fields like SaaS and Cloud
Exposure to billing or administrative systems and/or responsibilities
Strong verbal and written communication skills
Experience working with small and geographically-dispersed remote teams
A customer-first focus
Preferred
Experience with SaaS and/or distributed systems
High-level technical understanding of software products
You are a great teammate; with a positive and adaptable approach
Curiosity is key! You have already researched our products and company
Benefits
Health coverage for you and your family in many locations
Ability to craft your calendar with flexible locations and schedules for many roles
Generous number of vacation days each year
We match up to $2000 (or local currency equivalent) for financial donations and service
Up to 40 hours each year to use toward volunteer projects you love
Embracing parenthood with a minimum of 16 weeks of parental leave
Company-matched 401k with dollar-for-dollar matching up to 6% of eligible earnings
Company
Elastic
Elastic builds software to make data usable in real time and at scale for search, logging, security, and analytics use cases.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$162MKey Investors
New Enterprise AssociatesIndex VenturesBenchmark
2018-10-04IPO
2018-05-03Secondary Market
2016-07-01Series D· $58M
Leadership Team
Ashutosh Kulkarni
CEO
Shay Banon
Chief Technology Officer
Recent News
Morningstar.com
2026-02-03
2026-01-22
Company data provided by crunchbase