Molecular Connections - Senior Customer Support Manager

About the Role

As our Senior Customer Support Manager, you'll be the front line of support for our growing community of scholarly publishers, societies, associations, and conferences.

You will lead and evolve our support function to ensure clients receive timely, empathetic, and technically sound assistance.

You'll be instrumental in building a high-touch, scalable support model that reflects our commitment to partnership, precision, and user trust.

Key Responsibilities

- Manage day-to-day customer support operations, ensuring quick resolution and high satisfaction

- Develop and optimize support workflows, including ticketing, escalation, and reporting

- Recruit, onboard, and lead a growing support team as we scale

- Collaborate cross-functionally with Product, Engineering, and Sales to surface user feedback, resolve bugs, and improve usability

- Build, maintain, and expand a searchable knowledge base and self-service help center

- Implement systems to track KPIs such as CSAT, response/resolution times, and ticket trends

- Advocate for customer needs while balancing internal priorities

- Handle complex or sensitive customer escalations with empathy and efficiency

Qualifications

- 3-5+ years in customer support, with at least 2+ years in a managerial or team lead role

- Experience working in a SaaS or tech-enabled service environment; startup experience a plus

- Familiarity with support tools like Hubspot, Jira, Notion, or similar

- Clear, empathetic communicator, both written and verbal

- Strong organizational and problem-solving skills, with attention to detail

- A customer-first mindset with a deep appreciation for service excellence

Bonus: Experience in the scholarly publishing industry or familiarity with journal submission platforms (e., Editorial Manager and ScholarOne)