Remote Technical Customer Support Manager B2B SAAS company

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Company at a glance Virtual Business 360 is a fast-growing SaaS trailblazer reinventing how small-to-midsize companies convert leads, close sales, and run their day-to-day—all from one AI-powered platform. We fuse CRM, websites, e-commerce, phone, email, SMS, rentals, payments, and deep automations into a single command center that rivals the big names (Salesforce, HubSpot) without the bloat. Headquartered in South Carolina but scaling globally, we’re a scrappy, results-obsessed crew that ships fast, owns outcomes, and celebrates wins together. Why this role rocks Own the customer voice in a company where support is a core product pillar—your decisions directly shape roadmap and retention. Work with cutting-edge tools (Intercom, GitLab, AI automations) and help design the next generation of our help-center experience. Lead a small but mighty team—coach, scale, and build processes from the ground up. Fully remote & flexible—work where you do your best thinking, with a team that measures outcomes, not chair time. What you’ll do Run the queue: Triage, assign, and clear Intercom tickets, keeping response times lightning-fast and SLAs rock-solid. Guide new customers: Orchestrate onboarding tasks, pull in design/dev resources, and ensure every account starts strong. Diagnose & document: Spot whether an issue is user error, config gap, or platform bug—then write crystal-clear GitLab tickets the devs love. Close the loop: Test fixes in staging, verify in production, and make sure customers hear the good news. Level-up the stack: Build Intercom macros, chatbots, and knowledge-base articles that deflect repeat questions and delight users. Coach the team: Set goals, review conversations, and jump in on tricky calls or escalations. Voice of Customer: Synthesize feedback trends and partner with Product to turn pain points into roadmap wins. What makes you a fit 3+ years leading SaaS customer support (B2B or SMB-focused) with ticketing volumes in the thousands per month. Fluent in Intercom (or similar) admin features—rules, SLAs, chatbots, analytics. Comfortable with light code: You can read basic HTML/CSS, tweak embeds, and don’t break a sweat pasting snippets. GitLab (or GitHub) savvy: Creating issues, linking MRs, following release tags. Clear, upbeat communicator—written and verbal, with diplomacy and a coaching mindset. Data-driven: You live in dashboards, spot patterns, and use metrics to prioritize. Able to juggle time zones & stakeholders in an all-remote environment. Nice-to-haves Experience supporting CMS, e-commerce, or marketing-automation software. Familiarity with Zapier, Twilio, or API troubleshooting. ITIL, HDI, or other service-management training. What you’ll get Competitive base + performance bonus tied to customer-satisfaction and team KPIs. Fully remote flexibility—work anywhere in a U.S.-friendly time zone; we measure results, not screen time. Unlimited PTO with a required minimum—take the breaks you Need to stay fresh. Annual learning & gear stipend—upgrade your skills or your setup on our dime. Quarterly hack-days & off-sites—collaborate, prototype big ideas, and celebrate wins together (virtually and IRL). No-jerks, high-ownership culture—transparency, autonomy, and rapid career growth come standard. What you’ll get Competitive base + performance bonus tied to customer-satisfaction and team KPIs. Fully remote flexibility—work anywhere in a U.S.-friendly time zone; we measure results, not screen time. Unlimited PTO with a required minimum—take the breaks you need to stay fresh. Annual learning & gear stipend—upgrade your skills or your setup on our dime. Quarterly hack-days & off-sites—collaborate, prototype big ideas, and celebrate wins together (virtually and IRL). No-jerks, high-ownership culture—transparency, autonomy, and rapid career growth come standard.

Keyword: E-commerce Design

Intercom Tech & IT End User Technical Support Team Management Product Support Business with 10-99 Employees Customer Service Customer Support Technical Support GitLab