Location: Atlanta, GA (Hybrid)
Togetherwork is a $250M recurring revenue SaaS business with over 33 software applications serving 12+ vertical markets. We exist to help communities, organizations, and businesses thrive by delivering software solutions tailored to their unique needs.
With our new headquarters on South Congress in Austin, TX, we are entering an exciting phase of growth. We work hard and play hard. We love our customers, we innovate with purpose, and we won’t stop until we’ve delighted every client across the diverse ecosystem we serve.
Shulware, a Togetherwork company, is seeking a Customer 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.
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.
Partner with product and development teams to escalate bugs, track enhancement requests, and participate in user acceptance testing (UAT) for new releases.
Serve as the strategic escalation point for complex customer issues, ensuring timely resolution while monitoring and optimizing SLA/OLA performance across the support organization
Collaborate cross-functionally with Product, Development, and Marketing to align support operations with company goals and customer needs.
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.
Ability to adapt to evolving client needs and shifting priorities.
Experience using tools such as Zendesk or similar ticketing and reporting platforms.
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 Atlanta, GA, with 2-3 days per week in-office collaboration.
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
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.
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