Customer Support Manager

Job Summary

Leading a subset of the Customer Support frontline team, the full-time Manager, Customer Support will oversee day-to-day queue health, SLA performance, escalations, and coaching while working remotely.

Key Responsibilities

• Manage day-to-day operations of the Customer Support team, focusing on SLA performance and coaching
• Serve as the escalation point for complex payroll, tax, and benefits-enrollment cases, ensuring timely resolution
• Assist in hiring, onboarding, and developing support team members while optimizing help desk operations

Required Qualifications

• 4+ years in customer support/success, with 2+ years in a management role within payroll, HR tech, or accounting software
• Strong understanding of payroll complexities, including certified payroll and multi-state field crews
• Proven track record of meeting SLA and productivity targets in a queue-driven environment
• Experience with help desk/ticketing platforms and the ability to configure and optimize them
• Ability to quickly learn complex SaaS products and develop coaching frameworks for team members