Customer Support Manager

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

📋 Description

• Lead a team of 8–10 Overnight Customer Support Specialists to provide exceptional customer experiences.

• Take ownership of team performance metrics, including customer satisfaction, productivity, quality, and operational excellence.

• Identify, recruit, onboard, and nurture high-performing Customer Support Specialists.

• Foster a high-performance culture through coaching, one-on-one meetings, performance management, recognition, and accountability.

• Utilize data, performance trends, customer feedback, and insights from frontline staff to identify root causes and inform decision-making.

• Create and implement strategies aimed at enhancing customer satisfaction, service quality, productivity, and resolution rates.

• Manage operational initiatives comprehensively, from identifying opportunities and developing solutions to executing changes and measuring outcomes.

• Ensure that customer interactions and support activities adhere to Cherry's policies, procedures, and relevant regulatory standards.

• Accept responsibility for outcomes, proactively address issues, and continuously elevate standards.

⛳️ Requirements

• Demonstrated history of consistently achieving or surpassing customer support performance objectives.

• At least 1 year of experience in customer support, customer service, or customer experience operations, ideally within financial services, fintech, or a high-volume contact center setting.

• A minimum of 1 year of experience managing a team of Customer Support Specialists or equivalent frontline personnel, preferably with 8 or more team members.

• Proven capacity to identify, recruit, onboard, and develop top-tier customer support talent.

• Ability to coach, inspire, and significantly enhance individual and team performance through consistent feedback, accountability, and development initiatives.

• Strong experience in utilizing customer support data and KPIs, such as Customer Satisfaction (CSAT), quality assurance, productivity, and service levels.

• Experience in overseeing projects or operational initiatives from start to finish, including opportunity identification, execution, implementation, and performance measurement.

• Proven ability to enhance customer experiences, resolve complex escalations, and improve operational efficiency while upholding high service quality standards.

• Solid understanding of customer support processes, quality standards, compliance requirements, and operational controls.

• Strong skills in ownership, judgment, communication, problem-solving, and decision-making, with a focus on customer satisfaction.

• Availability to support evenings, weekends, and holidays based on business needs.

• High school diploma or GED is required.

• Must be available to work from 12:00 AM to 9:00 AM ET, Monday to Friday.

• Legally authorized to work in the United States.

🏝️ Benefits

• Flexible time off plan.

• Generous equity grant.

• Comprehensive medical, vision, and dental benefits.

• Fully remote work environment.

• Company retreats during summer and winter.