Customer Support Manager

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

📋 Description

• Oversee the daily operations of Customer Support to ensure adequate coverage, responsiveness, and adherence to service levels.

• Manage team performance, including attendance, scheduling, expectations, accountability, and support-channel coverage.

• Coach and provide constructive feedback to supervisors and team leads.

• Identify recurring customer issues and operational deficiencies, determine root causes, develop solutions, and escalate significant issues along with recommendations to the Director.

• Collaborate with the Production team to address manufacturability, order accuracy, and job-status concerns.

• Ensure alignment between Customer Support and Production for effective issue resolution.

• Implement processes, tools, and workflows as directed by the Director of Customer Support.

• Reinforce training standards, identify skill gaps, and ensure team members are equipped to perform effectively.

• Provide regular updates to the Director regarding team performance, challenges faced, and opportunities for improvement.

⛳️ Requirements

• 3–5+ years of experience in customer support, customer service, or a related field.

• 2+ years of experience in a leadership position managing team leads, supervisors, or frontline support staff.

• Experience in a fast-paced, high-volume support environment.

• Ability to hold team members accountable while fostering a positive and productive team atmosphere.

• Strong communication skills for effective issue escalation and providing actionable feedback to leadership.

• Familiarity with ticketing systems, CRM platforms, Intercom, VOIP systems, or similar technologies.

• Ability to interpret support metrics and performance data.

• Strong organizational skills with the capability to manage multiple priorities and adapt to shifting demands.

• Comfort in operating within a rapidly changing environment with evolving processes and priorities.

• High ownership mindset with a strong sense of follow-through and accountability.

• Ability to sit and work at a computer for extended periods.

• Proficiency in using computers, phones, and standard office equipment for remote work.

• Ability to communicate effectively through video conferencing, phone, chat, and other remote collaboration tools.

• Access to a quiet, private, distraction-free workspace at home.

• Ability to maintain a reliable, high-speed internet connection.

• Preferred: experience in manufacturing or production-focused environments.

• Preferred: experience with Intercom or similar customer support platforms.

• Preferred: experience collaborating with Operations, Production, Engineering, or technical teams.

• Preferred: experience utilizing customer support data and reporting to enhance performance and customer experience.

🏝️ Benefits

• Work from home position.

• Remote collaboration environment.

• Dedicated quiet, private, distraction-free workspace at home.

• Reliable, high-speed internet connection capable of supporting phone calls, video conferencing, and company software.

• Salary of $85,000–$105,000 annually.