About the role

As the Customer Support Manager, you are responsible for overseeing the daily operations of the Customer Support team, ensuring coverage, responsiveness, and service levels are consistently met. This role maintains operational stability while identifying issues, escalating risks, and contributing to ongoing improvements in customer experience and internal processes. Work from home position.

Requirements

• 3-5+ years of experience in customer support, customer service, or a related field
• 2+ years of experience in a leadership role, including managing team leads, supervisors, or frontline support staff
• Experience working in a fast-paced, high-volume support environment
• Ability to hold team members accountable while maintaining a positive and productive team environment
• Strong communication skills, escalate issues and provide actionable feedback to leadership
• Familiarity with ticketing systems, CRM platforms, and support tools such as Intercom, VOIP systems, or similar technologies
• Experience using customer support data and reporting to improve team performance and customer experience

What you'll do

• Oversee daily operations of the Customer Support team, ensuring coverage, responsiveness, and service levels are consistently met
• Maintain operational stability while identifying issues, escalating risks, and contributing to ongoing improvements

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