Senior Customer Support Manager

Job Summary

Senior Customer Support Manager is a full-time leadership role responsible for overseeing Support Managers and a distributed team to ensure excellent customer service in a fast-paced environment.

Key Responsibilities

• Lead and develop a team of Support Managers overseeing Customer Support Advocates
• Drive performance and maintain service quality across a 24/7 support organization
• Scale team structures and processes to support business growth while ensuring high-quality customer experiences

Required Qualifications

• 5+ years of experience leading a support team in a fast-paced environment
• Experience managing a distributed, multi-shift, or 24/7 team with a track record of scaling support teams
• Proven ability to develop leaders within a customer support or customer experience organization
• Strong operational and analytical skills with experience in using metrics to improve performance
• Familiarity with AI, automation, and common CX tools, along with a customer-first mindset