Customer Support Manager
Job Summary
Leading a remote customer support team, the full-time Customer Support Manager will oversee the resolution of customer issues for Interwell Acumen, manage support analysts, and drive operational excellence through effective ticket triage and continuous improvement initiatives.
Key responsibilities
- Supervise and develop a team of Support Analysts, ensuring accountability and quality in customer support interactions
- Oversee daily support operations, including ticket triage and escalation coordination, to ensure timely and accurate issue resolution
- Define and monitor service level agreements (SLAs) and performance metrics, implementing process improvements to enhance support quality and efficiency
Required qualifications
- Bachelor's degree required
- 5+ years of experience in customer support or related operations
- 3+ years of experience in a leadership role within a support or help desk environment
- Strong coaching and performance management skills
- Proven ability to analyze support metrics and implement data-informed improvements
Complete Job Description
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