Manager, Customer Support

3+ years of experience managing teams within a customer support environment Proven ability to mentor early-career professionals Clear, confident communication skills Proactive ownership and problem-solving Ability to lead with urgency during peak periods Set clear expectations and provide direct, timely, and constructive feedback Use metrics and trends to drive decisions Bias toward action tempered by judgment Look for ways to use AI and systems to increase efficiency

Own daily and weekly performance across support channels Actively manage capacity, volume, and priorities Ensure customers receive clear, accurate, and empathetic support Use data to identify and communicate trends, risks, and opportunities Lead, coach, and develop a team of Support Specialists Set clear expectations and provide feedback Foster a culture of ownership, curiosity, and customer empathy Partner with Support Operations, Enablement, and Knowledge teams to adopt AI-assisted support Reinforce high-quality workflows Translate customer pain into actionable feedback Communicate clearly and confidently with stakeholders