Sprinto
Manager - Customer Support
Job Summary
The role involves leading and scaling a remote customer support team within a fast-growing SaaS company. The candidate should have extensive experience in managing support operations, driving key metrics like customer satisfaction and resolution times, and implementing automation and AI tools to improve efficiency. Collaboration with product, engineering, and success teams is essential to resolve issues and foster continuous improvement. The focus is on building scalable, effective support systems that deliver excellent customer experiences.
Required Skills
Job Description
Sprinto is a leading platform that automates information security compliance. By raising the bar on information security, Sprinto ensures compliance, healthy operational practices, and the ability for businesses to grow and scale with unwavering confidence. We are a team of 300+ employees & helping 2000+ Customers across75+ Countries. We are funded by top investment partnersAccel, Elevation, and Blume Ventures and have raised 31.8 million USD in funding, including our latestSeries B round.
Role Overview
Are you passionate about customer experience and building high-performing teams? At Sprinto, we're redefining how support is done—lean, data-driven, and automation-first. We're looking for aCustomer Support Manager who’s not just a people leader but also a systems thinker. You’ll be at the heart of scaling Sprinto’s global support engine—building smart processes, mentoring talent, and using technology to deliver fast, delightful support experiences.
If you're excited by the idea of leading from the front, making support a strategic advantage, and leaving a mark on a fast-growing SaaS company—we want to hear from you.
- Lead a remote-first support team with clear goals, regular feedback, and a strong culture of ownership.
- Deliver world-class customer experiences by driving CSAT, FCR, and SLA targets.
- Build scalable support systems with ISO-ready processes and clear documentation.
- Implement automation & AI (Intercom bots, macros, workflows) to improve efficiency.
- Use data to drive decisions, streamline queues, and reduce response/resolution times.
- Ensure 24/7 support readiness, with effective shift planning and global coverage.
- Collaborate cross-functionally with Product, Engineering, and Success to resolve issues and close feedback loops.
- Champion continuous improvement through QA reviews, training programs, and RCA-driven fixes.
- 8+ years of overall experience in customer support, with 2+ years in a people management role.
- Proven success in managing or scaling B2B SaaS support teams (cybersecurity experience is a bonus).
- Deep understanding of key metrics like CSAT, SLA, NPS, and First Contact Resolution.
- Hands-on experience with modern support tools (Intercom, Zendesk, Freshdesk) and AI-based support automation.
- Skilled in support operations, triaging workflows, and process building from scratch.
- Strong analytical, communication, and cross-functional collaboration skills.
- Comfortable working in fast-paced, ambiguous environments with high autonomy.
Sprinto
Sprinto is a security compliance automation platform for fast-growing tech companies that want to move fast and win big.
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