Customer Support Manager - CodeRabbit
About CodeRabbit
CodeRabbit is an innovative software company focused on delivering cutting-edge development tools and solutions that help programmers build better applications faster.
Our mission is to empower developers with intelligent tools that simplify complex coding challenges and accelerate software development.
Role Overview
We are seeking an experienced and empathetic Customer Support Manager to build and lead our customer support team. In this role, you will be responsible for establishing support strategies, implementing best practices, and ensuring exceptional customer experiences across all touchpoints. As our Customer Support Manager, you will be the voice of our customers within the organization, advocating for their needs and translating feedback into actionable insights for our product team.
Key Responsibilities
- Build, train, and lead a high-performing customer support team that delivers exceptional service aligned with our company values and goals
- Develop and implement comprehensive support strategies, policies, and procedures to ensure consistent, high-quality customer experiences
- Establish and monitor key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction scores, and team productivity
- Create and maintain a knowledge base of common issues and solutions to improve efficiency and consistency in support delivery
- Analyze customer feedback and support data to identify trends, recurring issues, and opportunities for product and service improvements
- Collaborate with product, engineering, and marketing teams to address customer pain points and enhance the overall user experience
- Implement and manage support tools and technologies to streamline workflows and improve team effectiveness
- Handle escalated customer issues with empathy, patience, and a solution-oriented approach
- Develop training programs for new support team members and ongoing professional development for existing staff
- Report on support metrics, team performance, and customer insights to executive leadership
Qualifications
Required
- 8-10 years of experience in customer support management, preferably in a SaaS or technology environment
- Proven track record of building and leading successful customer support teams
- Strong understanding of technical support principles, methodologies, and best practices
- Experience implementing and optimizing customer support tools and systems
- Excellent communication skills with the ability to translate technical concepts to users of varying technical backgrounds
- Data-driven approach to decision-making and problem-solving
- Strong organizational and multitasking abilities
- Bachelor's degree or equivalent practical experience
Preferred
- Experience in software development industry or supporting developer tools
- Familiarity with programming concepts and developer workflows
- Experience with support automation and AI-powered customer service tools
- Knowledge of ITIL or other service management frameworks
- Experience with CRM systems and support ticketing platforms (Hubspot)
What We Offer
- Competitive salary and comprehensive benefits package
- Professional development opportunities and continued learning allowance
- Stock options and company equity
- Collaborative, innovative team culture that values customer-centric thinking
- Opportunity to shape the customer support function in a growing technology company
- Modern tools and technologies to help you succeed in your role
