Customer Support Manager

Job description

CUSTOMER SUPPORT MANAGER | VIRTUAL TEAM Lead. Develop. Deliver. We are looking for an experienced Customer Support Manager to lead a dedicated, fully virtual Tier 1 and Tier 2 Customer Support team supporting our customers. This is a hands-on leadership role for someone who thrives in a high-volume, KPI and SLA-driven environment and is passionate about delivering excellent customer experiences while building high-performing teams. What You’ll Be Responsible For Lead the day-to-day operations of the Tier 1 and Tier 2 Customer Support teams. Ensure customers receive responsive, consistent and high-quality support within agreed SLAs. Monitor ticket volumes, queues, backlogs, ageing, response and resolution times. Manage team performance against KPIs, SLAs and quality standards . Oversee escalations between Tier 1, Tier 2 and technical/business teams. Manage workforce capacity, scheduling and resource allocation to meet customer demand. Coach, develop and performance-manage team members. Identify recurring issues and drive continuous improvement across support processes. Analyse operational data and provide clear performance reporting to stakeholders. Support the growth and scaling of the support operation as volumes and operating hours evolve. What We’re Looking For Proven experience managing a Customer Support or Technical Support team , ideally across Tier 1 and Tier 2. Strong experience in a KPI and SLA-driven environment . Excellent understanding of ticket management, queues, backlogs, escalations and service performance. Strong workforce planning and capacity-management skills. Ability to analyse support data and turn insights into practical improvements. Experience coaching and developing high-performing teams. Strong stakeholder and client management skills. Excellent written and verbal English communication. Strong problem-solving, decision-making and organisational skills. Comfortable managing and leading a fully virtual/remote team. Experience in technology, hardware/software support, education or EdTech would be advantageous. The Ideal Candidate You are a confident people leader who can balance customer experience, operational performance and team development. You are data-driven, solutions-focused and comfortable taking ownership in a fast-paced environment. If you enjoy building strong virtual teams, improving processes and delivering measurable customer support outcomes, we'd love to hear from you.