Manager, Customer Support (Remote)

About the role

Job Summary: The Manager of Customer Support oversees the day-to-day operations of the customer support team, ensuring that service levels and customer satisfaction goals are met. You will manage and mentor a team of support associates and specialists, ensuring they have the tools, training, and guidance necessary to resolve customer issues effectively. You will collaborate with other departments, such as engineering and product management, to resolve escalated issues and contribute to the continuous improvement of support processes.

Requirements

• 5+ years of experience in customer support, with at least 2 years in a leadership role
• Bachelor's degree in Business, Computer Science, or related field preferred
• Hands-on experience with Microsoft Office Suite, ticketing systems (Salesforce, Zendesk), general system administration, project experience
• Prior experience leading cross-functional projects or teams

What you'll do

• Supervise and manage daily activities of a customer support team, ensuring timely resolution of inquiries
• Monitor and report on team performance metrics (response time, resolution time, CSAT)
• Provide coaching and professional development to team members
• Oversee resolution of escalated customer issues
• Collaborate with engineering and product teams on issue resolution
• Contribute to process improvement initiatives
• Ensure staff adherence to policies and quality standards
• Assist with recruitment and onboarding

Where this was posted

• Indeed

  last seen 2mo ago
  View on Indeed