Customer Support Manager

Job Summary

Leading a team of support associates, the full-time Customer Support Manager will develop and optimize customer support processes, ensuring an excellent user experience through onboarding, training, and performance measurement in a remote environment.

Key responsibilities

• Act as the Voice of CX, identifying key needs during planning and collaborating with leadership on business processes
• Manage and train support associates while continuously developing and expanding customer experience workflows
• Work cross-functionally to communicate feature requests and enhance tools, streamlining communication with vendors and industry partners

Required qualifications

• 3+ years of experience in customer experience
• 1+ years of management experience
• Knowledge of intercom or similar ticketing systems
• Experience in multichannel support operations (chat, email, phone)
• Tech/start-up work experience is a plus but not required