Customer Support Manager

Job Summary

Leading a remote Customer Support team, the full-time Manager will drive operational excellence, oversee escalated support cases, and coach team members to achieve performance goals while collaborating with cross-functional teams.

Key responsibilities

• Own escalation KPIs, ticket prioritization, and end-to-end escalation management with Development
• Drive operational excellence through standardized processes, performance tracking, and continuous improvement
• Manage, coach, and grow leaders and team members, ensuring performance consistency and a strong culture

Required qualifications

• 5+ years leading contact center escalation or customer support teams
• Proven ability to motivate teams and drive performance
• Strong data analysis skills to inform decisions
• Bachelor's degree or equivalent work experience in Contact Center or Customer Support leadership
• Experience with Jira, Confluence, and Salesforce Service Cloud preferred