Manage a remote customer support team, drive metrics like CSAT and SLA, implement automation, and ensure 24/7 support readiness while collaborating across departments.
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 across 75+ Countries. We are funded by top investment partners Accel, Elevation, and Blume Ventures and have raised 31.8 million USD in funding, including our latest Series 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 a Customer 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.
Key Responsibilities
- 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.
Requirements
- 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.
Top Skills
AI
Freshdesk
Intercom
Zendesk
Similar Jobs
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
As a Staff AI/ML Software Engineer, you'll build data pipelines, implement ML models, and optimize AI-powered search systems to enhance customer experiences.
Top Skills:
JavaKafkaKubernetesLightgbmPythonPyTorchScalaSparkSpring BootTensorFlowXgboost
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
Lead a team to develop and evaluate machine learning models focusing on Generative AI, ensuring ethical deployment and robust performance.
Top Skills:
DockerKubernetesNumpyPythonPyTorchTensorFlowTriton Inference Server
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
The Principal Platform Architect provides technical advisory on the ServiceNow Platform, ensuring best practices for customer outcomes and guiding teams on architecture for digital transformation.
Top Skills:
AICloud Application TechnologyServicenow
What you need to know about the Dublin Tech Scene
From Bono and Oscar Wilde to today's tech leaders, Dublin has always attracted trailblazers, with more than 70,000 people working in the city's expanding digital sector. Continuing its legacy of drawing pioneers, the city is advancing rapidly. Ireland is now ranked as one of the top tech clusters in the region and the number one destination for digital companies, with the highest hiring intention of any region across all sectors.
