Customer Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of daily and weekly performance metrics across email, chat, and phone support channels, focusing on wait times, backlog, resolution quality, and customer sentiment.

• Oversee support capacity, volume, and priorities, proactively identifying potential issues before they manifest in dashboards.

• Ensure customers receive clear, accurate, and compassionate support during both regular and high-demand periods.

• Leverage data to pinpoint and communicate trends, risks, and opportunities.

• Lead, mentor, and develop Support Specialists effectively.

• Establish expectations, acknowledge strong performance, and address any gaps promptly.

• Cultivate a sense of ownership, curiosity, and empathy for customers.

• Collaborate with Support Operations, Enablement, and Knowledge teams to enhance and adopt AI-assisted support.

• Reinforce workflows that balance speed, accuracy, and customer experience.

• Convert customer frustrations into actionable insights for improvement.

• Engage with stakeholders across various levels effectively.

⛳️ Requirements

• Minimum of 3 years of experience managing teams in a customer support setting.

• Proven track record of enhancing team performance and engagement.

• Ability to coach and mentor professionals at the beginning of their careers.

• Strong and confident communication abilities.

• Capacity to proactively recognize issues, take ownership, and propose solutions.

• Ability to lead with urgency during peak times and simplify complex scenarios.

• Skill in setting clear expectations and providing direct, timely, and constructive feedback.

• Proficient in utilizing metrics and trends to inform decisions and uncover underlying causes.

• Experienced in making sound judgments regarding short-term actions and long-term trade-offs.

• Capability to leverage AI and systems for efficiency gains without compromising quality.

• Nice-to-have: Experience with SaaS product support.

• Nice-to-have: Familiarity with AI-powered support tools or automation.

• Nice-to-have: Experience collaborating cross-functionally with Product, Engineering, and customer-facing teams.

• Nice-to-have: Experience leading during times of change or growth.

• Must be eligible to work in the U.S. or specific Canadian Provinces; visa sponsorship and relocation assistance are not available.

🏝️ Benefits

• Options for health, vision, and dental insurance.

• Access to HealthiestYou healthcare service for confidential doctor consultations 24/7.

• 20 days of paid time off (PTO).

• 3 flexible days off.

• 4 optional volunteer days.

• 12 paid holidays.

• Paid parental leave.

• 401k matching program.

• Equipment delivered directly to your home.

• Potential eligibility for a discretionary bonus.