Manager, Customer Support

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Customer Support based in the United States.** We are seeking an experienced Customer Support Manager to lead a high-performing, multichannel support team in a fast-growing, technology-driven environment. In this hands-on leadership role, you will oversee daily operations across phone, email, live chat, and SMS, ensuring efficient service delivery and consistently excellent customer experiences. You will coach and develop Support Specialists, manage complex escalations, and optimize staffing and workflows to meet evolving customer needs. Working closely with teams across Customer Success, AI Operations, Product, and Engineering, you will drive continuous improvements in support processes and technology. You will also leverage AI-powered tools and quality assurance systems to enhance team performance, identify operational gaps, and scale support capabilities. This fully remote opportunity is ideal for a data-driven leader who combines operational excellence, sound judgment, and a passion for developing people. ### Accountabilities - Oversee daily customer support operations across phone, email, live chat, and SMS, maintaining appropriate staffing coverage, healthy support queues, and high standards of case resolution. - Coordinate shift handoffs with fellow managers to ensure consistent priorities, seamless escalation management, and uninterrupted customer support throughout the day. - Lead, coach, and develop Customer Support Specialists through regular one-on-one meetings, real-time feedback, performance reviews, and individualized development plans. - Partner with senior Support Specialists, empowering them to provide day-to-day guidance and operational leadership while supporting their continued professional growth. - Manage team schedules, daily huddles, and on-call rotations, using incoming support volume and demand forecasts to allocate resources effectively. - Act as the final escalation point for complex, sensitive, or high-priority customer issues, providing informed recommendations and ensuring timely, customer-focused resolutions. - Collaborate with leaders across Support, Customer Success, AI Operations, Product, and Engineering to address customer needs, resolve recurring issues, and improve support tools, routing, and workflows. - Integrate AI tools into daily operations to improve productivity, and coach team members on their appropriate and effective use of AI agents. - Monitor and report on team performance metrics and key performance indicators (KPIs), using data to identify trends, guide operational decisions, and communicate progress to leadership. - Lead the team's AI-powered quality assurance program, using performance insights to identify coaching opportunities and distinguish individual development needs from product or tooling issues. - Develop, document, and continuously improve standard operating procedures, support workflows, and routing logic to ensure consistency, efficiency, and scalability as customer demand grows. - Balance hands-on problem-solving with effective delegation, ensuring the team operates independently while maintaining accountability for service quality and business outcomes. - Identify opportunities to improve customer satisfaction, reduce resolution times, optimize resource utilization, and strengthen the overall support experience. ## Requirements - At least 4 years of experience in customer support, including a minimum of 3 years of direct people management experience. - Demonstrated experience leading customer support teams across multiple live channels, ideally including phone, email, live chat, and SMS. - Proven ability to independently manage daily operations, make sound decisions with minimal oversight, and lead high-performing teams in fast-paced or ambiguous environments. - Experience managing customer support operations where AI plays a direct role in customer interactions, rather than functioning solely as a backend tool. - Previous support management experience in production accounting, production payroll, entertainment, finance, SaaS, FinTech, or a related industry. - Strong operational judgment, including the ability to forecast incoming support volume, allocate resources, manage schedules, and develop scalable workflows and standard operating procedures. - Demonstrated ability to handle complex or high-visibility escalations with professionalism, empathy, and a solutions-oriented approach. - Strong analytical and reporting skills, with experience monitoring team KPIs, interpreting performance trends, and communicating insights to leadership. - Excellent written and verbal communication skills, with the ability to remain clear, compassionate, and composed under pressure. - Proven coaching and performance management skills, including the ability to provide constructive feedback, develop team capabilities, and foster accountability. - Experience using AI tools to improve operational efficiency, support quality assurance, and enhance team performance. - Familiarity with customer support and collaboration tools such as Salesforce, Zoom or Zoom Contact Center, Claude, Notion, Google Workspace, Linear, Slack, and co-browsing technology. - Strong organizational and problem-solving skills, with the ability to balance strategic planning, operational execution, and hands-on customer support when needed. - A collaborative leadership style and the ability to build productive relationships across teams while maintaining consistent service standards. ## Benefits - **Competitive compensation:** Annual salary based on geographic location, with the following US ranges: - Zone 1: $129,500–$178,000 for San Francisco, Los Angeles, Seattle, New York City, Boston, San Diego, and Washington, DC. - Zone 2: $123,000–$169,500 for Austin, Chicago, Miami, and California locations outside Zone 1. - Zone 3: $110,000–$151,500 for all other US locations. - **Fully remote work:** Work from anywhere in the United States. - **Unlimited paid time off:** Flexibility to take time away from work to rest and recharge. - **Health and dental coverage:** Benefits designed to support employee well-being. - **Home office setup allowance:** Up to US$1,500 toward setting up your home workspace. - **Retirement savings contributions:** Up to 2% matching through a 401(k) plan, subject to applicable plan provisions. - **Internet and mobile support:** Up to US$50 toward monthly internet or cellphone expenses. - **Learning and development:** Opportunities to expand leadership capabilities, develop technical expertise, and pursue continued professional growth. - **Meaningful leadership impact:** The opportunity to shape support operations, improve AI-enabled customer experiences, and influence processes in a growing technology business. - **Collaborative environment:** Work alongside creative problem-solvers and cross-functional teams focused on improving products, processes, and customer outcomes. - **Inclusive workplace:** Join an environment committed to respect, equal opportunity, and a workplace free from harassment and discrimination.