About this role
Customer Support Manager Location: Atlanta, GA (Hybrid)
About Us Togetherwork is a $250M recurring revenue SaaS business with over 33 software applications serving 12+ vertical markets. We exist to help communities, organizations, and businesses thrive by delivering software solutions tailored to their unique needs.
With our new headquarters on South Congress in Austin, TX, we are entering an exciting phase of growth. We work hard and play hard. We love our customers, we innovate with purpose, and we won’t stop until we’ve delighted every client across the diverse ecosystem we serve.
About This Role We are seeking a Customer Support Manager to lead our customer support team and ensure every client receives outstanding service. This is a key leadership role responsible for driving team performance, optimizing support operations, and delivering measurable improvements in customer satisfaction.
If you’re passionate about creating an exceptional support experience and leading a team that is truly customer-obsessed, this is an opportunity to make a lasting impact.
What you’ll do
Lead and coach a team of support professionals to meet or exceed customer service standards.
Create and maintain customer support policies, processes, and best practices to ensure consistency and quality.
Serve as an escalation point for complex customer issues, ensuring timely and satisfactory resolutions.
Partner with product and development teams to escalate bugs, track enhancement requests, and participate in user acceptance testing (UAT) for new releases.
Lead support operations at a strategic level by partnering closely with Product and Development, overseeing quality assurance processes, and shaping the long-term support tooling and knowledge-management strategy (including AI-driven efficiencies).
Serve as the strategic escalation point for complex customer issues, ensuring timely resolution while monitoring and optimizing SLA/OLA performance across the support organization
Collaborate cross-functionally with Product, Development, and Marketing to align support operations with company goals and customer needs.
What You'll Bring
Minimum of 5 years of experience in customer support leadership, including managing team leads and driving performance in a SaaS environment. Bachelor’s degree preferred — or an equivalent combination of education and relevant professional experience. Demonstrated experience leveraging AI-driven tools, workflows, or process improvements to increase support efficiency and quality (highly preferred).
A passion for delivering exceptional customer experiences.
Proven leadership skills with the ability to coach and motivate teams.
Strong communication and interpersonal skills—both written and verbal.
Analytical and data-driven approach to problem-solving and decision-making.
Ability to adapt to evolving client needs and shifting priorities.
Experience using tools such as Zendesk or similar ticketing and reporting platforms.
Why this role Impact: You’ll lead the charge in ensuring the customers experience outstanding support every day. Growth: Opportunity to refine processes, build efficiencies, and shape how we serve our customers. Collaboration: Work closely with product and development teams to influence product quality and roadmap priorities. Flexibility: Hybrid role based in Atlanta, GA, with 2-3 days per week in-office collaboration.
Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.
The Company offers a comprehensive employee benefits program, including:
Medical, dental, and vision insurance options
100% Employer paid short/long term disability Basic Life 401(k) option with 100% company match up to 4% Flexible paid personal/vacation time built on mutual trust and accountability 10 sick days annually 10 company paid holidays 6 weeks paid parental leave Pet Insurance Medical Travel Benefits Infertility Benefits Teladoc Employee Assistance Program Wellness Benefits & Engagement Platform
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