Location: Austin, TX (Hybrid, 3 days/week onsite)
Compensation: Competitive base + bonus + benefits
Lead and elevate customer support excellence
Shulware, a Togetherwork company, is seeking a Support Manager to lead our customer support team and ensure every client receives outstanding service. This is a key leadership role responsible for driving team performance, optimizing support operations, and delivering measurable improvements in customer satisfaction. If you're passionate about creating an exceptional support experience and leading a team that is truly customer-obsessed, this is an opportunity to make a lasting impact.
What you'll do
Lead and coach a team of support professionals to meet or exceed customer service standards.
Create and maintain customer support policies, processes, and best practices to ensure consistency and quality.
Serve as an escalation point for complex customer issues, ensuring timely and satisfactory resolutions.
Monitor SLAs (Service Level Agreements) and OLAs (Operational Level Agreements), analyze key metrics, and implement process improvements based on data-driven insights.
Oversee day-to-day department operations including ticket assignment, workload balancing, and administrative tasks such as PTO approvals and expense management.
Train and onboard new hires to ensure successful integration into the support organization.
Partner with product and development teams to escalate bugs, track enhancement requests, and participate in user acceptance testing (UAT) for new releases.
Manage quality assurance efforts to maintain high standards in support services.
Evaluate and recommend tools that improve team productivity and customer satisfaction.
Ensure internal and external knowledge bases are current and comprehensive.
Regularly review performance metrics including ticket volume, resolution times, customer satisfaction scores (CSAT), and agent performance.
Collaborate cross-functionally with Product, Development, and Marketing to align support operations with company goals and customer needs.
What you bring
A passion for delivering exceptional customer experiences.
Proven leadership skills with the ability to coach and motivate teams.
Strong communication and interpersonal skills-both written and verbal.
Analytical and data-driven approach to problem-solving and decision-making.
Experience with SaaS environments, ideally with a basic understanding of payment processing systems.
Ability to adapt to evolving client needs and shifting priorities.
Experience using tools such as Zendesk or similar ticketing and reporting platforms.
Why this role
Impact: You'll lead the charge in ensuring Shulware's customers experience outstanding support every day.
Growth: Opportunity to refine processes, build efficiencies, and shape how we serve our customers.
Collaboration: Work closely with product and development teams to influence product quality and roadmap priorities.
Flexibility: Hybrid role based in Austin, TX, with 3 days per week in-office collaboration.
Compensation & Benefits
Base Salary: Competitive
Bonus: Performance-based
Benefits:
Medical, dental, and vision insurance options
100% employer-paid short/long-term disability
Basic Life Insurance
401(k) with 100% company match
Flexible paid personal/vacation time built on mutual trust and accountability
10 sick days annually
9 company-paid holidays
6 weeks paid parental leave
Inclusion and Diversity
Togetherwork is an Equal Employment Opportunity Employer. We value diverse backgrounds, experiences, and perspectives. Employment decisions are made without regard to race, color, religion, gender, gender identity, sexual orientation, disability, veteran status, age, national origin, or any other protected category under applicable law.
About Togetherwork
Togetherwork builds the leading provider of Group Management Software and Payments by bringing together companies that connect people with the institutions most important to them. Our family of companies delivers SaaS and payment solutions to associations, fraternal organizations, museums, universities, and more. Learn more about our solutions at www.togetherwork.com/solutions.
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Togetherwork
life insurance, vision insurance, parental leave, paid holidays, sick time, 401(k)
Nov 01, 2025