Customer Support Manager

Job Summary

Leading a team of technical support specialists, the full-time remote Customer Support Manager will oversee operations, manage escalations, and drive quality improvements while collaborating across departments to enhance client relationships and support processes.

Key responsibilities

• Lead and mentor a team, conducting regular 1:1s and performance evaluations to support individual career growth
• Own accountability for team OKRs, ensuring alignment with company priorities and driving quality through ticket reviews and process documentation
• Serve as a point of escalation for client issues, representing support in strategic client calls and collaborating with onboarding and product teams

Required qualifications

• 3+ years of experience leading a team that resolves customer or end-user technical issues
• 2+ years of direct people management experience, including hiring and performance conversations
• Experience managing escalations directly with client stakeholders, including senior contacts
• Familiarity with running quarterly reviews and managing to strategic OKRs
• Hands-on experience with APIs, SQL, or light coding, and the ability to draft automation with AI assistance