Job Description

Job Description

Job Title: Customer Service Manager – SaaS

Location: Pembroke Pines, FL

Job Type: Direct Hire

Referral Fee: +/- $1000

Employment Eligibility: Gravity can only consider U.S. Citizens or Green Card Holders at this time.

Position Overview

Gravity is seeking an experienced Customer Service Manager with 10+ years of experience in SaaS-based customer support operations . This role will oversee a team of Customer Service Representatives (CSRs), ensuring a high level of customer satisfaction, efficient support workflows, and process optimization. The ideal candidate has a strong background in SaaS customer success, CRM systems, and technical troubleshooting , with a strategic mindset to drive retention, engagement, and expansion of the customer base.

Key Responsibilities

• Lead, mentor, and develop a team of SaaS-focused Customer Service Representatives, ensuring best-in-class support.
• Oversee customer interactions across multiple channels (phone, email, chat, and ticketing systems) to maintain exceptional response times and resolutions.
• Design and implement scalable customer support processes , optimizing workflows for efficiency and automation.
• Monitor key customer service KPIs (CSAT, NPS, response time, resolution time) and develop strategies for continuous improvement.
• Manage customer escalations effectively, working cross-functionally with technical support and product teams to drive resolutions.
• Enhance self-service options , including knowledge bases, FAQs, and automated responses, to improve customer engagement.
• Collaborate with Product, Sales, and Customer Success teams to align customer feedback with product development and retention initiatives.
• Ensure smooth onboarding and ongoing support for customers, driving adoption and reducing churn.
• Optimize CRM and support platforms (e.g., HubSpot, Salesforce, Zendesk, Freshdesk ) to streamline service operations.
• Stay ahead of SaaS industry trends, integrating best practices into customer service strategies.

Required Skills & Qualifications

• 10+ years of customer service experience, with at least 5 years in SaaS customer support leadership.
• Proven track record of managing and scaling SaaS customer service teams in a high-growth environment.
• Strong technical troubleshooting skills , understanding SaaS application workflows and integrations.
• Expertise in CRM and support platforms (HubSpot, Salesforce, Zendesk, Freshdesk, etc.).
• Data-driven approach , using analytics to improve service quality and customer experience.
• Exceptional leadership, coaching, and performance management skills.
• Strong strategic thinking and problem-solving abilities, with the ability to implement automation and efficiency improvements.
• Experience with SaaS customer retention, onboarding, and upselling strategies.
• Excellent verbal and written communication skills, with the ability to manage executive-level escalations.

Education & Experience

• Bachelor’s degree in Business, Communications, or a related field preferred.
• 10+ years of customer service experience, with 5+ years managing a SaaS customer support team.
• Experience with SaaS support workflows, automation, and self-service implementations.
• Familiarity with API integrations, cloud-based software, and SaaS troubleshooting best practices.

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