Customer Support Tier-2 Manager

We are seeking a Customer Support Tier 2 Manager with a strong track record of leadership, strategy, and problem-solving to drive the success of our global Tier 2 team in a fast-growing SaaS company. This role blends technical expertise, operational efficiency, and customer-centric thinking to enhance our support processes and overall customer experience.

As the Tier 2 Support Manager, you will be responsible for leading a high-performing technical support team, ensuring seamless issue resolution, and optimizing workflows. You will work closely with cross-functional teams—including Professional Services, R&D, DevOps, Customer Success, and Sales—to align support strategies with business priorities and customer needs.

This is a high-impact leadership role where you will shape how we support our clients, helping them maximize their technology investments and achieve their business goals. Your leadership will directly impact customer satisfaction, product quality, and the overall effectiveness of our support organization.

What you’ll do:

Lead and mentor a global Tier 2 support team, fostering a culture of excellence and continuous improvement.

Define and refine support processes, best practices, and documentation to enhance efficiency and scalability.

Monitor and improve KPIs, including response times, resolution rates, and customer satisfaction.

Manage escalations, ensuring timely and effective resolution of critical customer issues.

Collaborate cross-functionally to ensure customer feedback drives product and service enhancements.

Oversee ticketing systems, prioritizing issues effectively and ensuring clear tracking and reporting.

Implement tools and automation to enhance workflows and customer support experience.

Requirements:

You’ll do it using:

5+ years of experience in customer support leadership within the tech industry. Preferably in the FinTech sector focusing on Enterprise Software.

Strong managerial skills, with experience leading and mentoring direct reports in a global team.

Proven experience leading a global support team in a SaaS or cloud-based environment.

Technical proficiency in cloud-based platforms, monitoring tools, and troubleshooting methodologies.

Customer-first mindset, dedicated to delivering an outstanding support experience.

Strong operational mindset, with the ability to develop and implement scalable support solutions.

Excellent communication skills (written and verbal English), with the ability to engage and influence stakeholders at all levels.

Experience with AWS (certification is a plus).

Experience with Zendesk or similar ticketing systems – an advantage

Position Intro:

Earnix is a leading provider of advanced pricing and rating solutions tailored to the insurance industry. Our cutting-edge software empowers actuaries and data scientists within insurance companies to make data-driven decisions and optimize pricing strategies. With a commitment to innovation and a deep understanding of the insurance landscape, Earnix is at the forefront of revolutionizing how insurers approach pricing and rating.