Remote Technical Customer Support Manager B2B SAAS company

• Own the customer voice in a company where support is a core product pillar-your decisions directly shape roadmap and retention.
• Work with cutting-edge tools (Intercom, GitLab, AI automations) and help design the next generation of our help-center experience.
• Lead a small but mighty team-coach, scale, and build processes from the ground up.
• Fully remote & flexible-work where you do your best thinking, with a team that measures outcomes, not chair time.

What you’ll do

• Run the queue: Triage, assign, and clear Intercom tickets, keeping response times lightning-fast and SLAs rock-solid.
• Guide new customers: Orchestrate onboarding tasks, pull in design/dev resources, and ensure every account starts strong.
• Diagnose & document: Spot whether an issue is user error, config gap, or platform bug-then write crystal-clear GitLab tickets the devs love.
• Close the loop: Test fixes in staging, verify in production, and make sure customers hear the good news.
• Level-up the stack: Build Intercom macros, chatbots, and knowledge-base articles that deflect repeat questions and delight users.
• Coach the team: Set goals, review conversations, and jump in on tricky calls or escalations.
• Voice of Customer: Synthesize feedback trends and partner with Product to turn pain points into roadmap wins.

Do you have experience in Texting/chatbox tools?, * 3+ years leading SaaS customer support (B2B or SMB-focused) with ticketing volumes in the thousands per month.

• Fluent in Intercom (or similar) admin features-rules, SLAs, chatbots, analytics.
• Comfortable with light code: You can read basic HTML/CSS, tweak embeds, and don’t break a sweat pasting snippets.
• GitLab (or GitHub) savvy: Creating issues, linking MRs, following release tags.
• Clear, upbeat communicator-written and verbal, with diplomacy and a coaching mindset.
• Data-driven: You live in dashboards, spot patterns, and use metrics to prioritize.
• Able to juggle time zones & stakeholders in an all-remote environment.

Nice-to-haves

• Experience supporting CMS, e-commerce, or marketing-automation software.
• Familiarity with Zapier, Twilio, or API troubleshooting.
• ITIL, HDI, or other service-management training., * How many years of experience do you have using Intercom for customer support or customer success?
• How many years of experience do you have supporting customers for a software (SaaS) product?
• How many customer conversations (chat, email, or tickets) are you comfortable handling simultaneously?
• Please confirm you are willing to submit the required 60-90 second Loom video introduction as part of the application process.

Pulled from the full job description

• Paid time off
• Unlimited paid time off, * Competitive base + performance bonus tied to customer-satisfaction and team KPIs.
• Fully remote flexibility-work anywhere in a U.S.-friendly time zone; we measure results, not screen time.
• Unlimited PTO with a required minimum-take the breaks you need to stay fresh.
• Annual learning & gear stipend-upgrade your skills or your setup on our dime.
• Quarterly hack-days & off-sites-collaborate, prototype big ideas, and celebrate wins together (virtually and IRL).
• No-jerks, high-ownership culture-transparency, autonomy, and rapid career growth come standard.

Job Type: Full-time

Pay: $21.00 - $24.00 per hour

Benefits:

• Paid time off

Virtual Business 360 is a fast-growing SaaS trailblazer reinventing how small-to-midsize companies convert leads, close sales, and run their day-to-day-all from one AI-powered platform. We fuse CRM, websites, e-commerce, phone, email, SMS, rentals, payments, and deep automations into a single command center that rivals the big names (Salesforce, HubSpot) without the bloat. Headquartered in South Carolina but scaling globally, we’re a scrappy, results-obsessed crew that ships fast, owns outcomes, and celebrates wins together.