Manager, Customer Support

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 time Customer Support role in SaaS or B2C Technical Support
• 1+ years experience leading distributed, dynamic, multi-channel teams and driving performance results through deep KPI understanding
• Demonstrated project management experience, with a track record of driving operational improvements, securing resources, and effectively removing blockers for your team.

Preferred qualifications for this role include:

• Experience managing support tools, such as chat/ticketing platforms, CRMs, etc. Specific experience with Zendesk and/or Salesforce is a plus.
• Experience leading complex cross-functional initiatives, such as integrating acquired teams, standardizing workflows, or building centralized knowledge repositories.
• A technical background or degree (e.g., CS or IT) that enables you to communicate effectively with engineering teams and understand complex SaaS architectures.
• Strong internal and external communication skills with a natural empathy for our customers and employees
• Proficiency with social media and emerging AI technologies

How you’ll grow

Within 1 month, you’ll plant your roots, including:

• Completing Sprout Social’s new hire training and onboarding program alongside other new Sprout Social team members. You’ll gain a broader understanding of our products and how your role fits into the organization.
• Beginning to develop familiarity with our business, platform, applications, and our company’s key metrics.
• Establishing relationships with our Support Specialists, management team, and cross-org key stakeholders
• Leading a team of Customer Support Specialists.

Within 3 months, you’ll start hitting your stride by:

• Gaining a firm understanding of our team’s core KPIs and providing routine reporting of team performance, blockers and opportunities.
• Demonstrating knowledge of support processes, product escalation workflows, and feedback relationships across our Support Leadership Team.
• Building routine relationships with customer-facing teams across Sprout such as Sales & Success.
• Establishing structured feedback loops with Engineering leadership to streamline technical escalations and ensure customer insights directly inform product development.

Within 6 months, you’ll be making a clear impact through:

• Partnering with our Support Leadership Team, gaining an understanding of our team’s employee experience metrics, and setting goals to ensure the best work environment for our team members.
• Project managing a wide range of initiatives aimed to improve our customer and employee experiences.
• Playing an integral role in departmental strategic planning and forecasting efforts, ensuring appropriate capacity to deliver to our customer experience KPIs.

Within 12 months, you’ll make this role your own by:

• Fostering a team of highly-engaged leaders and Support Specialists, delivering outlier KPIs across the SaaS industry.
• Contributing to growth and development efforts for your team and across our Customer Support organization.
• Actively recognizing and contributing to project pipelines to ensure Sprout continues to be a SaaS industry leader in customer and employee experiences
• Demonstrating strong operational ownership by maintaining healthy queue performance, meeting or exceeding SLAs, and proactively scaling support coverage to meet business growth.

Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.

Our Benefits Program 

We’re proud to regularly be recognized for our team, product, and culture. We invest in our team with a comprehensive, competitive benefits program:

• Comprehensive Health & Wellness: Premium BCBSIL medical, dental (high/low plans), and vision (Eyemed) insurance for you and your eligible dependents.
• Premium Mental Health Support: Full, free access to Modern Health for you and your dependents, including coaching, therapy sessions, and digital wellness resources.
• Retirement Savings: 401(k) plan with a 50% company match on your first 6% of contributions (a 3% total match).
• Financial Security: 100% employer-paid Life and Disability insurance for your peace of mind.
• Flexible Paid Time Off: A flexible PTO policy, supplemented with additional company-wide Rest & Recharge days throughout the year.
• Paid Parental Leave: Up to 16 weeks of paid leave for new parents to support you in expanding your family.
• Annual Lifestyle Stipend: A $1,000 USD annual Lifestyle Spending Account to spend on your physical, mental, and financial well-being.
• Work From Home Support: A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet.
• Giving Back: 16 hours of paid volunteer time annually, plus a $100 annual match for your charitable donations.
• Additional Financial Perks: Access to pre-tax commuter benefits, subsidized child/eldercare (Care.com), discounted pet insurance (Figo), and no-cost personalized financial wellness support through Your Money Line.

*This list is for informational purposes only. Benefit offerings are discretionary and subject to change and do not constitute a contract or guarantee of benefits.

Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. Sprout maintains a remote workforce in many places in the United States. However, we are not set up in all states, so please look at the drop-down box in our application to see whether your state is listed. Few roles require an office setting. If your position requires a physical presence in a Sprout office, it will be evident in the job listing and your offer letter.

Our salary ranges reflect the expected earning potential for this role. Individual pay is based on geographic zone, relevant experience, and skills.

Our current hiring range for this role: $85,600.00 – $107,000.00 annually. Offers are made within this range, with opportunities to grow within the broader band based on performance and impact.

We share both our current hiring range and our broader geographic salary bands to provide transparency into our compensation philosophy. This ensures you understand not only your starting potential but also the long-term growth potential available as you progress in your role.

We have two geographic pay zones in the United States:

Zone 1 (New York, California, Washington): $94,200.00 – $141,200.00

Zone 2 (All other US states): $85,600.00 – $128,400.00

These ranges were determined by a market-based compensation approach; we used data from trusted third-party compensation sources to set equitable, consistent, and competitive ranges. We also evaluate compensation bi-annually, identify any changes in the market and make adjustments to our ranges and 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 [email protected]. 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. 

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