Customer Support Manager

Job Summary

A company is looking for a Manager, Customer Support.

Key Responsibilities

• Lead and develop a team of 3-5 offshore customer support leads overseeing chat and email support operations
• Establish KPIs and operating rhythms to improve team performance and user satisfaction
• Guide the adoption of AI tools and translate operational insights into actionable recommendations for cross-functional teams

Required Qualifications

• 5+ years of people management experience, with at least 3+ years managing manager-level direct reports in customer support
• Experience managing offshore teams in the Philippines or similar markets, working US business hours
• Proven experience in owning team performance and designing workflows using data and user feedback
• Familiarity with Zendesk and data visualization tools like Sigma, Tableau, or Looker
• Ability to operate effectively in a fast-moving, scale-up environment with an entrepreneurial mindset