Customer Support Manager at Chainguard | USA (Remote)
Company/Recruiter: Chainguard
Published on: 11:01 AM | Aug 21, 2026
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✦ AI Summary
Chainguard is seeking a motivated and experienced Customer Support Manager to join our growing team in the USA (Remote).
Chainguard is seeking a motivated and experienced Customer Support Manager to join our growing team in the USA (Remote). As the trusted source for open source, Chainguard provides hardened, secure, and production-ready builds of critical open source software. Our mission is to empower organizations with reliable and secure open source components, enabling them to innovate with confidence. In this role, you will be instrumental in ensuring our customers receive exceptional support, fostering strong relationships and driving satisfaction.
Job Overview
We are looking for a strategic and hands-on Customer Support Manager to lead and scale our customer support operations. This individual will be responsible for building and managing a high-performing support team, defining and implementing best-in-class support processes, and ensuring a seamless and positive customer experience. You will collaborate closely with engineering, product, and sales teams to advocate for customer needs and contribute to the overall success of Chainguard.Key Responsibilities
- Lead, mentor, and develop a team of customer support specialists.
- Establish and refine customer support processes, workflows, and SLAs.
- Oversee the resolution of customer inquiries, issues, and escalations across various channels.
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Analyze support metrics to identify trends, areas for improvement, and opportunities for proactive engagement.
- Act as a customer advocate, relaying feedback to product and engineering teams.
- Foster a culture of customer-centricity and continuous improvement within the support team.
- Manage relationships with third-party support tools and vendors.
Requirements
- Bachelor's degree in a relevant field or equivalent practical experience.
- 5+ years of experience in customer support, with at least 2 years in a management or leadership role.
- Proven experience building and managing remote support teams.
- Strong understanding of customer support best practices and methodologies.
- Excellent communication, interpersonal, and problem-solving skills.
- Familiarity with SaaS environments and open source software is a significant plus.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
What We Offer
- Opportunity to be a key leader in a rapidly growing, innovative company.
- Remote work flexibility within the USA.
- Competitive compensation package.
- Comprehensive health, dental, and vision benefits.
- Generous paid time off and holidays.
- Opportunities for professional development and career advancement.
- A collaborative and supportive work environment.