Customer Support Manager
Job Summary
Leading a remote Customer Support team, the full-time Manager will oversee team performance, manage escalated support cases, and drive operational excellence through strategy execution and continuous improvement.
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, Salesforce Service Cloud, and basic software development understanding preferred
Complete Job Description
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