Customer Support Manager
Customer Support Manager
Posted on :
09-05-2025
Employer Active
1 Vacancy
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Job Description
Were hiring a handson Customer Support Manager to manage a fastmoving support team at a rapidly growing tech company focused on simplifying critical service processes for consumers across the U.S.
This manager will bridge frontline reps and senior leadership overseeing quality coaching escalations and daily execution while helping shape the systems behind the scenes.
Responsibilities:
- Support the daytoday performance of a team handling high volumes of customer inquiries across phone chat and email
- Provide realtime support coaching and call feedback to help reps improve quality speed and confidence
- Act as the first point of escalation for sensitive or complex service issues
- Track team performance and use data to improve operations and customer satisfaction
- Translate leadership goals into daily processes and tools that reps can execute on
- Help hire train and onboard new team members as the department scales
- Collaborate with other teams to ensure a seamless customer journey from inquiry to resolution
- Own and update internal service playbooks and documentation to ensure consistency
- Stay aware of operational details tied to specific service flows
Qualifications:
- Experience in a customer service or operations management role preferably with a highvolume B2C product or tech platform
- Strong communicator organized and motivated by systems and team development
- Comfortable managing direct reports and giving structured feedback
- Experience with modern CRM and support tools
- Calm under pressure and confident stepping into live escalations when needed
Employment Type
Full Time
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