Validity Inc.
About The Role
As a Manager of Customer Support at Validity, you will be responsible for ensuring Validity provides a best-in-class support experience. You will leverage your success in developing regionally distributed, scalable, and efficient support teams that manage a mix of cases, phone, and chat interactions to maximize overall team performance and provide efficient customer service. The role requires you to establish and maintain a culture of continuous improvement, from hiring the right people to building expertise and ongoing professional development for your team. You will inspire and motivate teams by identifying and removing barriers that constrain performance and prevent reaching and exceeding goals on a regular basis.
Team Dynamic
To be successful here, you must be: Highly customer-focused – passionate about delivering consistently positive customer experiences. You will ensure your team takes ownership of customer issues, demonstrates empathy, and acts with the appropriate level of urgency to resolve cases. A role model who leads by example, collaborates cross-functionally, and communicates effectively within your own team. You are willing to roll up your sleeves to get the job done, inspiring and supporting your team along the way. A positive and constructive manager who supports the company’s objectives, exercises sound judgment, gains alignment, and provides effective direction within the team. A good communicator with attention to detail, strong follow-through, and excellent written communication skills. Continuously looking for operational and service delivery improvements; able to execute improvement initiatives by developing and implementing new processes. Effective at resolving issues systemically by identifying root causes to prevent reoccurrences. Metric-driven, able to measure, monitor, and achieve team KPIs. Position Duties and Responsibilities
Manage the daily workflows of a global support team, monitor email product support queues, handle escalations, and drive consistent service levels. Conduct regular team training to improve product knowledge, communication, and problem-solving skills. Closely monitor support KPIs (e.g., response time, resolution time, CSAT) to ensure service excellence. Evaluate cases and create reports to drive improvements. Manage and bring conclusion to ticket escalations. Review internal support processes regularly, identify gaps, and determine solutions to resolve them. Stay deeply involved with the needs of your team and communicate these needs back to upper management. Provide career development planning and guidance to your team, meeting 1:1 with direct reports regularly. Required Experience, Skills, and Education
2+ years directly managing a ticket/case-based support team. 4+ years in a customer support role. Demonstrated success managing a team of support representatives; proven experience in a role with similar responsibilities and competencies. Success in meeting/exceeding customer support KPIs (e.g., Time to Resolution, minimizing backlogs, improving CSAT). Experience building reports and analyzing data to drive process improvements and better client experiences. Experience in a growth-stage company, managing hyper-growth and change within a team. Excellent written and verbal communication skills. Preferred Experience, Skills, and Education
Experience with Salesforce Service Cloud ticketing system and Salesforce Agent Console. Experience with the use of AI to improve support efficiency and effectiveness. Experience in Email Marketing SaaS is a plus. About Validity
For over 20 years, tens of thousands of organizations across the world have relied on Validity solutions to target, contact, engage, and retain customers – using trustworthy data as a key advantage. Validity’s flagship products – Everest, DemandTools, BriteVerify, and GridBuddy Connect – are highly rated and widely used by sales and marketing professionals. These solutions support smarter email campaigns, more qualified leads, more productive sales, and faster growth. Validity is a dynamic and growing company with a strong culture and a focus on trust and collaboration. Headquartered in Boston, Validity has offices in Denver, London, Sao Paulo, and Sydney. For more information, connect with us on LinkedIn, Instagram, and Twitter. Validity is proud to be an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants regardless of protected characteristics and in accordance with applicable laws. Please review our Applicant Privacy Notice before submitting any information: Applicant Privacy Notice.
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To be successful here, you must be: Highly customer-focused – passionate about delivering consistently positive customer experiences. You will ensure your team takes ownership of customer issues, demonstrates empathy, and acts with the appropriate level of urgency to resolve cases. A role model who leads by example, collaborates cross-functionally, and communicates effectively within your own team. You are willing to roll up your sleeves to get the job done, inspiring and supporting your team along the way. A positive and constructive manager who supports the company’s objectives, exercises sound judgment, gains alignment, and provides effective direction within the team. A good communicator with attention to detail, strong follow-through, and excellent written communication skills. Continuously looking for operational and service delivery improvements; able to execute improvement initiatives by developing and implementing new processes. Effective at resolving issues systemically by identifying root causes to prevent reoccurrences. Metric-driven, able to measure, monitor, and achieve team KPIs. Position Duties and Responsibilities
Manage the daily workflows of a global support team, monitor email product support queues, handle escalations, and drive consistent service levels. Conduct regular team training to improve product knowledge, communication, and problem-solving skills. Closely monitor support KPIs (e.g., response time, resolution time, CSAT) to ensure service excellence. Evaluate cases and create reports to drive improvements. Manage and bring conclusion to ticket escalations. Review internal support processes regularly, identify gaps, and determine solutions to resolve them. Stay deeply involved with the needs of your team and communicate these needs back to upper management. Provide career development planning and guidance to your team, meeting 1:1 with direct reports regularly. Required Experience, Skills, and Education
2+ years directly managing a ticket/case-based support team. 4+ years in a customer support role. Demonstrated success managing a team of support representatives; proven experience in a role with similar responsibilities and competencies. Success in meeting/exceeding customer support KPIs (e.g., Time to Resolution, minimizing backlogs, improving CSAT). Experience building reports and analyzing data to drive process improvements and better client experiences. Experience in a growth-stage company, managing hyper-growth and change within a team. Excellent written and verbal communication skills. Preferred Experience, Skills, and Education
Experience with Salesforce Service Cloud ticketing system and Salesforce Agent Console. Experience with the use of AI to improve support efficiency and effectiveness. Experience in Email Marketing SaaS is a plus. About Validity
For over 20 years, tens of thousands of organizations across the world have relied on Validity solutions to target, contact, engage, and retain customers – using trustworthy data as a key advantage. Validity’s flagship products – Everest, DemandTools, BriteVerify, and GridBuddy Connect – are highly rated and widely used by sales and marketing professionals. These solutions support smarter email campaigns, more qualified leads, more productive sales, and faster growth. Validity is a dynamic and growing company with a strong culture and a focus on trust and collaboration. Headquartered in Boston, Validity has offices in Denver, London, Sao Paulo, and Sydney. For more information, connect with us on LinkedIn, Instagram, and Twitter. Validity is proud to be an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants regardless of protected characteristics and in accordance with applicable laws. Please review our Applicant Privacy Notice before submitting any information: Applicant Privacy Notice.
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