Senior Customer Support Manager

Job Summary

To build and manage customer support for enterprise partnerships, the full-time Senior Customer Support Manager will engage directly with support tickets, refine operational processes, and oversee the scaling of the support function in a remote environment.

Key responsibilities

• Resolve customer support tickets, including compliance-driven inquiries, while auditing existing processes and documentation
• Own support outcomes, including SLAs and resolution quality, while building and maintaining a comprehensive knowledge base
• Lead staffing decisions and operational strategies to scale the support function effectively based on real ticket data

Required qualifications

• Experience in building and managing customer support or risk/compliance support teams
• Proven ability to handle compliance-driven support inquiries and disputes
• Strong understanding of customer support operations and documentation practices
• Ability to work in a fast-paced startup environment and adapt to changing priorities
• Willingness to engage hands-on with customer support tasks while scaling the team