Customer Support Manager

At INE, we envision a world where businesses execute with more security, stability, confidence, and readiness. Our mission is to be the leader in creating technical experts to help businesses compete and thrive. INE is an award winning IT training platform which provides a hands‑on and immersive learning experience in Cybersecurity, Networking, Data Science and Cloud. For two decades, INE has been a trusted partner in the professional growth and certification of the brightest talent in IT - from individuals to fortune 500 organizations.

Our Core Values are the compass that guide our personal and professional performance as we build something exceptional as ONE:

• Relationships Matter
• Pursue the Unknown
• Act as ONE

INE is looking for a Customer Support Manager to lead and continuously improve our customer support operations. This role manages a small, high‑impact support team responsible for delivering technical and account support to a global SaaS customer base.

The ideal candidate is a hands‑on manager who is comfortable balancing people leadership with day-to‑day execution. You’ll play a key role in maintaining support quality, optimizing Zendesk workflows, improving self‑service, and ensuring our customers receive timely, consistent, and effective support.

• Manage, coach, and develop a centralized US based customer support team (approximately 3–5 team members).
• Foster a customer‑first, collaborative culture focused on continuous improvement.
• Set clear expectations aligned to support KPIs, SLAs, and quality standards.
• Serve as an escalation point for complex or high‑priority customer issues with a global client base.
• Lead by example via direct support for ticket queue escalations and high‑impact customer issues

• Oversee daily support operations, including ticket routing, prioritization, and workload balancing.
• Ensure customer inquiries are resolved efficiently and accurately.
• Monitor ticket volume and trends to identify process improvements and resourcing needs.

• Own day‑to‑day administration of Zendesk, including workflows, triggers, views, and macros.
• Build and maintain custom Zendesk reports and dashboards to support data‑driven decision‑making.
• Develop, organize, and continuously improve the customer Knowledge Base to increase self‑service and reduce ticket volume.
• Leverage available AI tools (e.g., Copilot, auto‑assist, AI agents) to improve response quality and team efficiency.

• Identify opportunities to streamline support processes and improve consistency.
• Contribute to quality review efforts through ticket reviews, coaching, and documentation updates.
• Partner with Product, Engineering, and Customer Success to resolve recurring issues and close feedback loops.

• Track and report on core support metrics such as CSAT, response time, and resolution time.
• Share customer feedback, product insights, and feature requests with internal stakeholders.
• Contribute customer support insights to product and roadmap discussions.

• 5+ years in customer‑facing roles, including 2+ years in SaaS customer support
• 1–2+ years managing or leading support team members
• Strong hands‑on experience with Zendesk, including:
  Custom reporting and dashboards, knowledge base creation & maintenance, and workflow & automation configuration
• Experience supporting global customers with awareness of cultural and regional differences
• Familiarity with tools such as Recurly, Hub Spot, or Salesforce
• Comfort using AI‑assisted tools to improve operational efficiency
• Strong communication, organization, and problem‑solving skills

• Experience managing teams with multi‑functional support responsibilities
• Familiarity with cybersecurity, networking, cloud, or data science concepts
• Experience supporting platform integrations or migrations
• Background supporting an online technical education, certification or training platform
• Comprehensive employer‑sponsored healthcare plans for you and your family (medical, vision and dental)
• Matching 401k
• Flexible PTO
• Paid parental leave
• "Get Hungry, Get Certified” program…