Customer Support Manager

Job Summary

Proactively managing the support team's daily operations, the full-time remote Customer Support Manager will lead a team of Customer Support Representatives, oversee SLAs and escalations, and maintain the internal knowledge base while ensuring high-quality customer service delivery.

Key responsibilities

• Lead, coach, and develop a team of Customer Support Representatives, fostering a collaborative culture
• Own and maintain SOPs and the internal knowledge base, while expanding the Training Academy
• Monitor customer sentiment and manage shared inbox triage to ensure timely responses across support channels

Required qualifications

• 2+ years of people management experience in a customer support or service environment
• 3-5+ years in customer support roles within a SaaS, data, or tech-enabled services company
• Strong documentation and knowledge-management skills
• Experience with ticketing systems and CRM platforms
• Bachelor's degree or equivalent experience