Manager, Customer Support

Braze
London
Full timeFunction: Customer Support (Service Desk)Experience: 2-4 yearsSkills: ["Leadership","Communication","Mentoring","Coaching","Attention to detail"]

Lead a local support team in Braze’s Global Customer Support organization, driving strong post-sale technical relationships and helping the team hit KPIs. You’ll run regular 1:1s, feedback, and career development planning, set and review OKRs, and manage hiring and onboarding. Serve as an escalation point for complex customer issues while promoting standards, documentation quality, and continuous learning across time zones.

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FursaFursa
Braze
Braze
1 week ago

Manager, Customer Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Lead a local support team in Braze’s Global Customer Support organization, driving strong post-sale technical relationships and helping the team hit KPIs. You’ll run regular 1:1s, feedback, and career development planning, set and review OKRs, and manage hiring and onboarding. Serve as an escalation point for complex customer issues while promoting standards, documentation quality, and continuous learning across time zones.
Location: London
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead a local team of support agents and ensure KPI attainment.
  • •Conduct regular 1:1s, provide feedback, and create career development plans.
  • •Set and review team OKRs; evaluate performance and address underperformance with constructive feedback and documentation.
  • •Manage people processes including hiring and onboarding.
  • •Serve as an escalation point for complex customer issues to ensure exceptional customer satisfaction.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceDisabilityRetirementEquityPaid LeaveParental LeaveLearning Budget

Key Requirements

  • •2-4 years of management experience overseeing a technical support organization, preferably in a SaaS B2B environment.
  • •Track record leading and developing talent, including recruiting, motivating, and mentoring teams.
  • •Ability to coach a culture of continuous learning and adaptation.
  • •Expertise handling complex, time-sensitive technical support challenges and customer-facing escalations.
  • •Proficiency with case management processes and tools (e.g., Salesforce, Zendesk) plus support KPIs like CSAT, CES, and time to resolution.
Experience:2-4 yearsSaaSB2B
Skills:LeadershipCommunicationMentoringCoachingAttention to detail
Tech Stack:SalesforceZendeskHTMLCSSJavaScriptAPIsSQLPostmanSnowflakeKibana

Company Brief

Braze
Provides a customer engagement platform that helps brands create personalized messaging and lifecycle campaigns across mobile, web, email, and other channels to drive retention, engagement, and revenue.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 100M to 250M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York, United States
Founded: 2011
WebsiteLinkedIn