Location:India, South America, UK, Sweden, Netherlands, France, U.S. business hours
Languages:English
Seniority level:Manager, 3-5+ years
Experience:3-5+ years
Skills:
LeadershipProject ManagementPeople ManagementCross-functional Team LeadershipOperations ManagementMentoringEnglish communicationCoachingProcess improvementCustomer support
Requirements:
3-5+ years of experience in Customer Support Operations or Support Management
Proven experience managing remote or distributed CS teams
Strong understanding of support metrics, workflows, and ticketing systems
Comfortable working in a high-growth, startup environment
Excellent written and verbal English communication skills
Highly organized, proactive, and solutions-oriented
Ability to work U.S. time zones consistently
Experience in telehealth, healthcare, SaaS, or regulated industries is a strong plus
Responsibilities:
Manage day-to-day Customer Support operations
Oversee CS performance across chat, email, and phone support
Monitor KPIs and drive continuous improvement
Design, document, and refine SOPs, workflows, and internal processes
Support hiring, onboarding, training, and coaching of CS team members
Act as an escalation point for complex issues
Ensure consistent coverage and quality during U.S. business hours
Collaborate with cross-functional teams to resolve recurring issues