Manager, Customer Support

The posting, as Sprout General Referrals wrote it

Description

Sprout Social is looking to hire a Manager, Customer Support to the Customer Support team in the U.S.

Why join Sprout’s Customer Support team?

At Sprout Social, our Customer Support team builds the foundation of trust that allows our global customers to thrive. We are the face of Sprout, providing the clarity and speed required to turn complex challenges into seamless solutions. One of the most unique and exciting aspects of our support team is that we don’t have customer assignments or individual workloads—it’s a group workload. We consider ourselves a community and function as such, supporting one another from day one to reach our goals and grow in our career.

In this role, you’ll become an integral resource for the entire organization, partnering with teams across the business to share feedback and drive excellence. We view Customer Support as a premier launchpad for long-term impact; we are committed to coaching you through a wide array of skills that set you up for success at the forefront of the tech industry. If you’re ready to own your impact, support your peers, and help world-class brands navigate the future of social intelligence, this is where you can make a lasting impact.

What you’ll do

• Spearhead the integration of newly acquired support teams by building strong relationships with engineering, sales, and success, and establishing new processes and knowledge repositories.
• Lead a group of both individual contributors through a Diversity, Equity and Inclusion lens.
• Oversee coverage needs, team capacity, performance, and growth ensuring all core qualitative and quantitative KPIs are achieved.
• Identify operational risks (e.g., spikes in volume, system issues, major bugs) and lead real-time response plans to minimize customer and team impact.
• Develop and manage scalable support processes and centralized knowledge repositories to streamline team operations and empower the broader organization with easily accessible resources.
• Cultivate close relationships with account and engineering teams to drive positive changes for our teams and customers.
• Actively collaborate across our leadership team, within our Support organization, and across Sprout to help drive the voice of the customer.
• Conduct regular performance check-ins, coaching conversations, and career development discussions with individual contributors and/or Team Leads to support growth, accountability, and high performance.

What you’ll bring

We are looking for a leader with demonstrated experience scaling diverse teams in a fast-paced, high-volume SaaS environment. You will be responsible for operational strategy, multichannel support (chat, email, phone), and coaching your team to success. Crucially, you bring proven project management experience, allowing you to effectively remove blockers and ensure your team has exactly what they need to succeed.

The minimum qualifications for this role include

• 6+ years in a high volume, real t

[…]
nd existing employee compensation as needed.

Sprout Social is proud to be an Equal Opportunity Employer. We do not discriminate based on identity - race, color, religion, national origin or ancestry, sex (including sexual identity), age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law. Because Sprout Social is a federal contractor, we affirmatively recruit individuals with a disability and protected veterans. Learn more about our commitment to diversity, equity and inclusion in our latest DEI Report .

If you require a reasonable accommodation for any part of the interview process or to submit your application, please email us at accommodations@sproutsocial.com. Include the nature of your request and your preferred contact information. We'll do everything we can to support your success during our recruitment process while upholding your privacy. Please note that only inquiries regarding accommodations will receive a response from this email address; other inquiries will not be addressed (e.g., you send your resume but are not requesting an accommodation).

For more information about our commitment to equal employment opportunity, please click here (1) Equal Opportunity Employment Poster and (2) Sprout Social's Affirmative Action Statement .

Additionally, Sprout Social participates in the E-Verify program in certain locations, as required by law.

#LI-REMOTE
Sprout Social Inc. and its subsidiaries process personal data submitted through your application to assess your qualifications for employment and to inform our hiring decision and, where applicable, for required governmental reporting. For more information, please review Sprout's Global Applicant Privacy Notice .