Senior Customer Support Team Manager

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

📋 Description

• Oversee and cultivate a team of more than 12 full-time support agents located across various regions and time zones.

• Establish a structured team hierarchy, incorporating Team Leads and escalation positions.

• Strategically expand the team in line with ticket volume and enhancements in efficiency.

• Mentor the team on quality standards, operational efficiency, and customer satisfaction.

• Promote a culture of high accountability, robust support, and strong engagement within a fully remote setting.

• Manage monthly and seasonal schedules for the team, as well as make real-time scheduling adjustments.

• Take ownership of support KPIs, including CSAT, first response time, full resolution time, and SLA adherence percentages.

• Create and refine workflows, escalation procedures, coverage models, and quality assurance practices.

• Discover workflow enhancements that lessen dependence on manual processes by boosting user-enabled features and workflows.

• Raise the proportion of tickets that are resolved automatically.

• Collaborate across departments with Product, Engineering, and Operations teams on escalations, bug trends, feedback loops, and product enhancements.

• Spearhead the team's adoption of innovative tools to enhance efficiency and the quality of responses.

• Develop and refine AI-assisted workflows ranging from agent-facing automation to customer-facing functionalities.

• Spot opportunities to decrease ticket volume or enhance self-service options.

⛳️ Requirements

• 8+ years of experience in customer support, including a minimum of 3 years in a managerial or team lead role within a B2B SaaS technology organization.

• Proven experience in managing high-volume, multi-channel support operations (email, chat, phone, in-app, etc.).

• A strong customer focus, with a genuine commitment to reviewing calls, analyzing chats, and deeply understanding the support experience rather than overseeing it from a distance.

• Demonstrated experience utilizing AI as a tool for increasing productivity within support teams.

• Comfortable assessing and implementing support tools, including involvement in platform migrations or buildouts.

• Proven capability to manage remote teams distributed across different time zones.

• Experience in payments processing is mandatory; expertise in proptech or real estate technology is an advantage.

• Data-driven mindset, with a thorough understanding of metrics to effectively narrate stories and inform decision-making.

• Proficient with Front, Zendesk, or Intercom.

• Familiar with tools like Retool, n8n, Relay, or other workflow and automation platforms.

🏝️ Benefits

• Provides Equity