Manager, Customer Support

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.

Who we are

We’re always on the search for amazing people. People who have a deep passion for technology and are masters at their craft. We build highly sophisticated distributed systems, and we don’t take our technology lightly. At Elastic, you’ll have the opportunity to work in a vibrant energetic company next to some of the most inquisitive and highly skilled technologists the industry has to offer. We’re looking for phenomenal team players, but we also promote independence and ownership. We’re hackers… The good kind. The kind that innovates and creates innovative products that eventually translates to a lot of happy, smiling faces.

Elastic’s Support team is unlike any other on Earth: while we are spread across 12 time zones and 15 countries, we operate as a unit, as a family. As a distributed company, we offer the unique opportunity to work closely with colleagues from a diverse set of backgrounds and cultures, fostering a collaborative spirit that is at the heart of everything we do.

The service we deliver is not just about solving problems, it's about caring, empathy, and the human touch. We approach our work with ambition, directness, and comprehensiveness, but always with a focus on the individual. We don’t do it alone, as we work closely with our core developers in a genuine and never-taken-for-granted way, making each team member feel valued and integral to our mission.

Our team is a dream for someone who seeks honest, hard work and rewards. It is a nightmare for anyone afraid to ask questions or be questioned — always forward, never backwards.

We are not trying to change the world; we already have. We’re just waiting for everyone else to catch up. We have our good days and our not-so-good days, and we face them together, as a family. We listen. We solve. We guide. We get it. And we’re excited to bring on a new team member to love, support, and be part of our resilient team.

What is the role

The Manager, Customer Support will lead a globally distributed team of dedicated Customer Support professionals (CSRs). These Customer Support representatives look after our customers' non-technical needs, including our monthly SaaS billing, account access, Marketplace integrations issues, and a large variety of other customer needs. The leader we are seeking will help drive strategic initiatives, provide detailed reports on the team's progress, and enable our CSRs to provide world-class support to our customers. This person will also guide our CSRs to learn and grow personally and professional, with an emphasis on learning, growth, and continuous improvement.

Please note this role requires a US citizen on US soil due to our growing US Federal offerings.

What you will be doing

• Leading a team of non-technical customer support representatives (providing guidance, career development assistance) who are responsible for resolving customer questions and issues related to billing, account access, Marketplace integrations, and more.
• Ensuring customer issues are resolved within our committed service level agreements.
• Working cross-functionally with various business units and partners, like finance, development, and account management, through both routine and escalated situations.
• Maintaining strong relationships with our customers for the delivery of support.
• Driving critical metrics to ensure world-class service delivery and continually setting the standard.
• Ensuring continuous improvement, in terms of efficiency of support processes and customer satisfaction, through innovation and a customer self-service mindset.

What you bring along

• 2+ years of proven leadership experience in a technical environment
• Knowledge in fields like SaaS and Cloud
• Exposure to billing or administrative systems and/or responsibilities
• Strong verbal and written communication skills
• Experience working with small and geographically-dispersed remote teams
• A customer-first focus.

Bonus points

• Experience with SaaS and/or distributed systems.
• High-level technical understanding of software products.