Customer Support Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Oversee the daily operations of MoeGo's frontline customer support team, supervising two Support Leads and the specialist team across various shifts and time zones.

• Manage a global support operation that functions 24/7, addressing tens of thousands of customer interactions each quarter.

• Take responsibility for staffing, coverage, quality assurance, team performance, workforce forecasting, capacity planning, AI automation, and quality assurance processes.

• Cultivate the development of Support Leads through delegation, coaching, one-on-ones, hiring, onboarding, and performance evaluations.

• Manage escalation procedures for leads and specialists.

• Oversee demand forecasting, scheduling, shift coverage, real-time queue health, seasonal staffing changes, headcount, and capacity planning.

• Implement and manage the quality assurance program, including scoring criteria, calibration, and coaching feedback loops.

• Maintain and optimize CSAT, first response time, resolution time, and backlog metrics; oversee macros, workflows, and knowledge base content.

• Collaborate on AI resolution performance and automate repetitive tasks.

• Handle bug and incident escalations in coordination with the Engineering team.

• Provide product feedback and identify contact drivers for the Product team.

• Coordinate customer handoffs and manage at-risk accounts in collaboration with Implementation and Customer Success teams.

• Produce weekly and monthly reports detailing volume, performance, quality, and staffing metrics.

• Identify operational risks early and propose recommended action plans.

⛳️ Requirements

• A minimum of 4 years in customer support, including at least 2 years of experience leading a frontline team.

• Proficient in forecasting, scheduling, and coverage planning for a multi-shift workforce.

• Proven experience in running or enhancing a quality assurance program.

• Comfortable analyzing support data to identify issues and inform staffing decisions.

• Strong written communication skills with the ability to collaborate with both technical and non-technical partners.

• Preferred: experience leading support teams that operate 24/7 or are distributed globally.

• Preferred: familiarity with AI-assisted support tools.

• Preferred: background in SaaS, particularly in SMB or vertical SaaS sectors.

• Preferred: experience with tools such as Intercom, Salesforce, or similar platforms.

• Preferred: history of managing teams through periods of rapid growth or seasonal volume increases.

• Must be legally authorized to work in the country where the position is based.

• Must indicate if employer sponsorship is needed.

🏝️ Benefits

• Performance bonus.

• Flexible benefit plans available for employees and their family members at no cost to employees.

• 401(k) matching.