Customer Support Manager

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

📋 Description

• Take ownership of the daily management of the support queue.

• Ensure proper triage of tickets and work towards resolution within SLA targets.

• Handle escalations within the support team.

• Conduct daily and weekly operational meetings such as queue reviews and stand-ups.

• Directly oversee a team of support agents and team leads.

• Monitor individual and team-level KPIs.

• Manage the quality assurance and coaching processes for your team.

• Keep track of team morale and workload distribution.

• Implement the support processes and standards established by the Director.

• Provide weekly reports on team performance.

• Collaborate with peer managers in Support, Customer Success, and Services.

⛳️ Requirements

• Minimum of 5 years of experience in customer support operations.

• At least 2 years of experience directly managing a team of 8 or more support agents or specialists in a B2B SaaS setting.

• Practical experience in managing a support queue.

• Proven track record in designing and implementing QA and coaching programs.

• Operational familiarity with a contemporary support platform (Zendesk is highly preferred).

• Experience in tracking and reporting on support KPIs (CSAT, FRT, TTR, FCR, ticket volume, quality scores).

• Excellent written and verbal communication abilities.

🏝️ Benefits

• Competitive salary.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Flexible Spending Account/Health Savings Account.

• 401(k) plan.

• Flexible paid time off.

• Fully remote work environment.

• Technology stipend.

• Opportunities for career advancement.