Senior Level Customer Support Manager Jobs
Senior level customer support manager jobs place experienced professionals in ownership of department strategy, escalation frameworks, and the teams and processes that deliver customer outcomes at scale. Openings are spread across on-site, remote, and hybrid settings in Technology & Software, Energy, and Manufacturing, with employers like Atmos Energy Corporation, Anyscale, and BEUMER hiring at this level now.
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Showing 5 of 8+ Senior Level Customer Support Manager jobs
Director of Customer Support
Aumentum - Remote
Director of Customer Support
Aumentum Technologies is seeking an experienced Director of Customer Support to provide strategic and operational leadership for our Customer Support organization. This individual will be a highly engaged, customer-focused leader who can develop strong teams, drive accountability, improve operational performance, and continuously elevate the customer experience.
The Director will have overall responsibility for Support Services operations and service delivery for our existing customers. This role will lead Support initiatives and priorities, develop and mentor Support leaders, serve as a senior escalation point for customers, and partner across the organization to strengthen customer relationships, improve retention, and deliver measurable business results.
The ideal candidate will also bring experience with AI-enabled customer support tools, automation, and emerging technologies and understand how these capabilities can be used responsibly to improve analyst productivity, knowledge management, ticket handling, and the overall customer experience.
What your impact will be:
- Provide strategic and operational leadership for the Customer Support organization, establishing priorities, goals, and performance expectations.
- Lead, coach, and develop Support managers and team members while building a culture of accountability, collaboration, continuous improvement, and customer advocacy.
- Ensure customers receive meaningful value from their annual maintenance and support agreements and consistently receive a high-quality support experience.
- Serve as a senior point of escalation for complex or high-impact customer issues, driving appropriate ownership, communication, and resolution.
- Establish, monitor, and communicate departmental goals, service levels, operational metrics, and other key performance indicators.
- Drive continuous improvement of Support processes, workflows, tools, and operating practices to improve efficiency and service delivery.
- Champion the adoption and effective use of AI-enabled support tools and automation to improve productivity, knowledge accessibility, ticket management, customer responsiveness, and service quality.
- Identify opportunities to strengthen customer relationships, improve retention and referenceability, and support incremental revenue opportunities within the existing customer base.
- Understand customer maintenance agreements and ensure Support operations and customer communications align with contractual commitments.
- Oversee the effective use, governance, and ongoing improvement of the organization's customer support and ticket management systems.
- Collaborate across Product, Development, Professional Services, Sales, Finance, and other business functions to address customer needs and improve the end-to-end customer experience.
- Represent Customer Support during customer visits, user group meetings, customer conferences, and other business events, with occasional travel required.
What we are looking for:
- Proven leadership experience within a customer support, customer success, professional services, or related software organization.
- A strong people leader with demonstrated experience developing managers, building high-performing teams, driving accountability, and leading organizational change.
- Exceptional customer-facing, communication, relationship-management, and interpersonal skills.
- A strong customer advocate who is passionate about delivering an excellent customer experience while balancing customer and business needs.
- Experience managing complex customer escalations and communicating effectively with senior customer and internal stakeholders.
- Strong operational and analytical skills with the ability to establish metrics, evaluate performance, identify trends, and translate data into action.
- Ability to manage multiple priorities and drive initiatives through to measurable results.
- Working knowledge of software applications, SaaS environments, technical support processes, and modern customer support technologies.
- Experience with AI-powered customer support technologies, generative AI, automation, chatbots, knowledge management tools, or AI-assisted service workflows.
- Demonstrated ability to identify practical opportunities to apply AI and automation while maintaining appropriate human oversight and a strong customer experience.
- Strong judgment, integrity, accountability, and a collaborative leadership style.
- Experience with local government, property tax, or public-sector software is a strong plus.
Additional desired skills:
- Microsoft Excel
- Microsoft Power BI
- Microsoft PowerPoint
- Microsoft 365 and Copilot
- Customer support/ticketing platforms
- AI-enabled support, chatbot, and knowledge management technologies Reporting, analytics, and performance management tools
Salary range: $120,000 - $130,000 USD per year.
Director of Customer Support
Aumentum - Remote
Director of Customer Support
Aumentum Technologies is seeking an experienced Director of Customer Support to provide strategic and operational leadership for our Customer Support organization. This individual will be a highly engaged, customer-focused leader who can develop strong teams, drive accountability, improve operational performance, and continuously elevate the customer experience.
The Director will have overall responsibility for Support Services operations and service delivery for our existing customers. This role will lead Support initiatives and priorities, develop and mentor Support leaders, serve as a senior escalation point for customers, and partner across the organization to strengthen customer relationships, improve retention, and deliver measurable business results.
The ideal candidate will also bring experience with AI-enabled customer support tools, automation, and emerging technologies and understand how these capabilities can be used responsibly to improve analyst productivity, knowledge management, ticket handling, and the overall customer experience.
What your impact will be:
- Provide strategic and operational leadership for the Customer Support organization, establishing priorities, goals, and performance expectations.
- Lead, coach, and develop Support managers and team members while building a culture of accountability, collaboration, continuous improvement, and customer advocacy.
- Ensure customers receive meaningful value from their annual maintenance and support agreements and consistently receive a high-quality support experience.
- Serve as a senior point of escalation for complex or high-impact customer issues, driving appropriate ownership, communication, and resolution.
- Establish, monitor, and communicate departmental goals, service levels, operational metrics, and other key performance indicators.
- Drive continuous improvement of Support processes, workflows, tools, and operating practices to improve efficiency and service delivery.
- Champion the adoption and effective use of AI-enabled support tools and automation to improve productivity, knowledge accessibility, ticket management, customer responsiveness, and service quality.
- Identify opportunities to strengthen customer relationships, improve retention and referenceability, and support incremental revenue opportunities within the existing customer base.
- Understand customer maintenance agreements and ensure Support operations and customer communications align with contractual commitments.
- Oversee the effective use, governance, and ongoing improvement of the organization's customer support and ticket management systems.
- Collaborate across Product, Development, Professional Services, Sales, Finance, and other business functions to address customer needs and improve the end-to-end customer experience.
- Represent Customer Support during customer visits, user group meetings, customer conferences, and other business events, with occasional travel required.
What we are looking for:
- Proven leadership experience within a customer support, customer success, professional services, or related software organization.
- A strong people leader with demonstrated experience developing managers, building high-performing teams, driving accountability, and leading organizational change.
- Exceptional customer-facing, communication, relationship-management, and interpersonal skills.
- A strong customer advocate who is passionate about delivering an excellent customer experience while balancing customer and business needs.
- Experience managing complex customer escalations and communicating effectively with senior customer and internal stakeholders.
- Strong operational and analytical skills with the ability to establish metrics, evaluate performance, identify trends, and translate data into action.
- Ability to manage multiple priorities and drive initiatives through to measurable results.
- Working knowledge of software applications, SaaS environments, technical support processes, and modern customer support technologies.
- Experience with AI-powered customer support technologies, generative AI, automation, chatbots, knowledge management tools, or AI-assisted service workflows.
- Demonstrated ability to identify practical opportunities to apply AI and automation while maintaining appropriate human oversight and a strong customer experience.
- Strong judgment, integrity, accountability, and a collaborative leadership style.
- Experience with local government, property tax, or public-sector software is a strong plus.
Additional desired skills:
- Microsoft Excel
- Microsoft Power BI
- Microsoft PowerPoint
- Microsoft 365 and Copilot
- Customer support/ticketing platforms
- AI-enabled support, chatbot, and knowledge management technologies Reporting, analytics, and performance management tools
Salary range: $120,000 - $130,000 USD per year.
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Senior Level Customer Support Manager Jobs: Frequently Asked Questions
How do I get a senior level customer support manager job?
Employers at this level look for candidates who have owned department-wide outcomes, not just managed a queue. Demonstrating that you have built escalation frameworks, led workforce planning, coached team leads, and tied support metrics to business results gives you a clear edge. Highlighting cross-functional leadership, experience with CRM and ticketing platforms at scale, and a history of reducing churn or improving CSAT scores will strengthen your candidacy significantly.
Which companies hire senior level customer support managers?
Companies hiring senior level customer support managers right now include Atmos Energy Corporation, Anyscale, and BEUMER, based on current listings on Migrate Mate as of November 2026. Hiring at this level tends to come from growth-stage technology companies, large enterprise organizations managing complex customer bases, and subscription-driven businesses where retention and service quality are core to revenue.
Are there remote senior level customer support manager jobs?
Yes, though availability varies by employer and industry. About 33% of senior level customer support manager openings are remote or hybrid as of November 2026, reflecting strong demand from companies managing distributed support teams across multiple time zones. Fully remote roles at this level typically expect candidates to have prior experience leading teams without in-person oversight.
What makes a customer support manager role senior level?
Senior level roles are defined by scope, ownership, and influence rather than simply years on the job. Where a mid-level manager runs a team and handles day-to-day performance, a senior level customer support manager owns the department strategy, sets quality standards, designs escalation and workforce models, and mentors other managers. They are expected to represent support as a business function in leadership conversations and drive decisions that affect company-wide customer experience.
Which industries hire the most senior level customer support managers?
Senior Level customer support manager roles concentrate in Technology & Software, Energy, and Manufacturing, based on current listings on Migrate Mate as of November 2026. These sectors drive hiring at this level because their products require ongoing customer relationships, high service volumes, and complex issue resolution that demands experienced leadership to maintain quality and retention.