Customer Support Manager
Customer Support Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Job Description
Were seeking a Customer Support Manager to lead a high-performing team responsible for multi-channel support (email chat phone). Youll own day-to-day operations coach team leads and agents analyze performance metrics and partner with Product Sales and Operations to remove friction from the customer journey. Your mission: deliver fast accurate and empathetic support while building processes that scale.
Responsibilities
Lead mentor and develop support team members including hiring onboarding and performance reviews
Oversee daily queue management and scheduling to meet SLAs and quality targets
Establish and refine processes playbooks and knowledge base content
Monitor KPIs (FCR CSAT NPS AHT backlog) and drive data-informed improvements
Handle escalations and resolve complex issues with a customer-first mindset
Collaborate with Product to surface trends and advocate for user-impacting fixes and features
Implement QA programs coaching frameworks and ongoing training initiatives
Own support tooling and workflows; recommend enhancements or new solutions
Report weekly/monthly results and initiatives to leadership
Qualifications :
Qualifications
35 years in customer support including 2 years managing a frontline team
Proven success meeting or exceeding SLAs and CSAT targets in a fast-paced environment
Experience with ticketing/CRM platforms (e.g. Zendesk Freshdesk Salesforce Service Cloud)
Strong analytical skills with the ability to translate data into action
Excellent communication conflict resolution and stakeholder management skills
Process-oriented organized and comfortable driving cross-functional change
Bonus: experience building knowledge bases launching chat/IVR or supporting SaaS/e-commerce
Additional Information :
Benefits
Competitive salary ($60000$65000) with performance-based bonus eligibility
Health dental and vision insurance
Paid time off paid holidays and sick leave
401(k) with company match
Professional development stipend and clear growth pathways
Hybrid work flexibility and commuter benefits
Modern tools and supportive growth-focused leadership
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
