Customer Support Manager
Job Summary
Leading a remote team, the full-time Manager, Customer Support will oversee daily operations, coach Support Specialists across multiple channels, and serve as the final escalation point for complex cases while collaborating with cross-functional teams to enhance customer experience.
Key responsibilities
- Own daily operations, ensuring team coverage, queue health, and case-handling quality across Phone, Email, Live Chat, and SMS
- Lead, coach, and develop Customer Support Specialists through regular 1:1s and performance reviews
- Utilize AI tools for efficient operations and manage reporting on team KPIs and performance metrics
Required qualifications
- 4+ years of experience in customer support, with at least 3 years in a management role leading teams across multiple live channels
- Proven ability to operate independently and manage a high-performing team with minimal oversight
- Experience in support management within production accounting, production payroll, or the entertainment industry
- Strong operational instincts and experience in strategizing against incoming volume and deploying resources
- Familiarity with tools such as Salesforce, Zoom, and Google Suite
Complete Job Description
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