Customer Support Manager

Job Summary

To build and scale the Support function from the ground up, the full-time remote Customer Support Manager will manage a small team of Customer Support Technicians while establishing processes, KPIs, and operational rigor to deliver a best-in-class customer experience.

Key responsibilities

• Establish and document scalable support processes, workflows, and SLAs
• Define, track, and report on key support metrics to drive performance improvements
• Lead, coach, and develop a small team of Customer Support Technicians, ensuring accountability and strong communication

Required qualifications

• 4+ years in customer support leadership with experience building or improving support operations
• Strong analytical mindset with experience defining and using KPIs
• Experience with support tools, preferably Salesforce
• Excellent communication skills and ability to influence cross-functional partners
• Highly organized and comfortable operating in ambiguity