Customer Support Manager

Job Summary

To support a growing customer base, the full-time remote Customer Support Manager will oversee the operations of the customer support department, manage a team of representatives, and ensure high-quality service for over 4,000 monthly inquiries while developing policies and collaborating cross-functionally.

Key responsibilities

• Lead, coach, and develop the Customer Support team through hiring, training, and performance management
• Manage daily operations of support queues to ensure timely and effective customer issue resolution
• Monitor customer service performance metrics and drive data-informed improvements

Required qualifications

• 2+ years of relevant experience in Customer Support within a B2B SaaS environment
• A people-first leadership mindset with strong emotional intelligence
• Proven ability to collaborate with cross-functional teams and manage multiple priorities
• Experience with modern support and collaboration tools (e.g., Zendesk, Slack, Google Suite)
• Comfort leading teams through operational change and process improvement