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Protocol Intelligence
Data-driven signals on your job's competitivenessRemote, generalist CX manager role at a well-known startup with broad skill requirements increases applicant competition.
Skills are transferable across SaaS and enterprise services but require enterprise escalation and AI-support experience.
Explicit 8+ years and Zendesk/Snowflake plus enterprise escalation skills require specific background.
Job Description
Structured overview of role & requirementsAbout This Role
Lead day-to-day customer support operations for a designated region, managing queue coverage, escalation, and key metrics like First Response Time, Resolution Time, QA, and Customer Satisfaction (cSAT).
Drive operational improvements by diagnosing issues behind metric fluctuations and implementing solutions without direct supervision.
Collaborate with global CX managers to share best practices, forecast staffing needs, manage escalations end-to-end, and promote adoption of AI tools across support workflows.
Minimum Requirements
8+ years in customer support/experience, including 4+ years managing teams in high-volume enterprise environments.
Must be authorized to work in India; visa sponsorship not available.
Proficiency with Zendesk (or equivalent) at an admin level, including views, triggers, macros, and routing logic.
Experience managing enterprise escalations, including reproducing issues and communicating with engineering teams.
Ideal Candidate Profile
Experienced operational leader who works closely with support tickets and metrics rather than relying solely on dashboards.
Demonstrated ability to deliver step-change improvements to support team processes and owned critical support metrics like FRT, TTR, cSAT, QA, backlog, and deflection.
Practically proficient in using AI tools within production support workflows and understands their impact on evolving team structures.