Customer Support Manager
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Job Summary
Hands-on and detail-driven, the full-time Customer Support Manager will lead the frontline support team, managing staffing, quality, and performance while operating a 24/7 global support service remotely.
Key Responsibilities:
- Directly manage Support Leads and the specialist team, setting performance expectations and overseeing hiring and onboarding
- Own demand forecasting, scheduling, and staffing adjustments to maintain 24/7 response targets
- Run the QA program and manage key customer experience metrics, acting on trends to improve service quality
Required Qualifications:
- 4+ years in customer support, with 2+ years leading a frontline team
- Experience with forecasting, scheduling, and coverage planning for a multi-shift team
- Experience running or improving a QA program
- Comfortable working with support data to diagnose problems and make staffing decisions
- Strong written communication skills for collaboration with technical and non-technical partners
Complete Job Description
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