SocialPilot is looking for an Manager-Customer support(US Shift) to partner with SocialPilot’s customers and make them truly successful in achieving their social media goals.
As a part of the customer success team, you will help prospects in understanding if SocialPilot is the right platform for them. You will also work with customers to resolve any issues, help them adopt new features, and overall be their partner in success.
Location: Remote
What you will do
- Ensure consistent, high-quality customer support across email, chat, and voice channels by maintaining support standards and guidelines
- Act as an escalation point for complex customer issues and ensure timely resolution
- Monitor team performance, KPIs, SLAs, CSAT, and quality metrics
- Develop, document and improve support processes, workflows, and knowledge base.
- Collaborate with Product, Engineering, and other internal teams to resolve issues and share customer feedback
- Should be able to work as an IC to handle support tickets and calls

What are you like:




- 8 years of experience in customer support within a B2B SaaS company
- Excellent written and verbal English communication skills (mandatory)
- 3+ years of experience managing or leading a customer support team
- Hands-on experience handling customer support via emails, chats, and calls
- Robust working knowledge of support systems such as HelpScout, Zendesk, and similar platforms
- Experience with ticket management, escalation handling, and customer satisfaction metrics
- Ability to work independently and manage teams during the night shift.

Our impact so far
- Helped 12,000+ marketing agencies and SMBs across the globe.
- 5 billion+ social media posts published
- One of the fastest-growing SaaS companies in India as listed by
- Inc 42Ranked as a “Leader” consistently by G2, Capterra, SoftwareSuggest, and Trust
- RadiusNominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category
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📌 Customer Support Manager (Gurugram)
🏢 SaaS
📍 Gurugram