Customer Support Manager
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Job Summary
Leading the customer support team, the full-time Manager, Customer Support will oversee team performance, service delivery, and continuous improvement of support operations in a remote environment.
Key responsibilities:
- Provide direct leadership and coaching for the customer support team, setting goals and managing performance
- Manage team capacity and coverage, ensuring consistent service levels and addressing staffing needs
- Own the escalation process for complex customer issues, coordinating resources and ensuring timely resolutions
Required qualifications:
- 4+ years of experience in customer support or a related software environment, with team lead or supervisory experience
- 1-2 years of experience in a leadership role, including accountability for team results and performance feedback
- Demonstrated experience in conducting performance reviews and building inclusive team cultures
- Familiarity with support tools such as Zoho Desk or Salesforce
- Experience in SaaS or operationally complex customer environments is preferred
Complete Job Description
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