Customer Support Manager
New
J
JobgetherCustomer Support
Based in United StatesFull-TimeManager
Salary85,000 - 105,000 USD per year
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Job Details
- Experience
- 3–5+ years of experience in customer support, customer service, or a related field
- Required Skills
- Data AnalysisOperations ManagementCross-functional collaborationCRMCustomer support
Requirements
- 3–5+ years of experience in customer support, customer service, or a related field.
- 2+ years of leadership experience managing team leads, supervisors, or frontline customer support employees.
- Experience operating in a fast-paced, high-volume customer support environment.
- Demonstrated ability to hold team members accountable while maintaining a positive, productive, and supportive team culture.
- Strong written and verbal communication skills, including the ability to escalate issues clearly and provide actionable recommendations to leadership.
- Familiarity with ticketing systems, CRM platforms, and customer support technologies such as Intercom, VOIP systems, or similar tools.
- Ability to interpret customer support metrics and performance data to identify trends and drive improvements.
- Strong organizational and prioritization skills, with the ability to manage multiple priorities and changing demands.
- Comfort working in an evolving environment where processes, priorities, and operational requirements may change quickly.
- A strong ownership mindset with consistent follow-through and accountability.
- Ability to work effectively from a home office, including maintaining reliable high-speed internet and a quiet, private, distraction-free workspace.
Responsibilities
- Oversee daily Customer Support operations, ensuring customer communications are handled promptly, clearly, professionally, and with a high standard of care.
- Manage team performance, attendance, scheduling, and channel coverage while maintaining clear expectations and accountability.
- Coach, develop, and support supervisors and team leads to improve individual performance, team effectiveness, and service quality.
- Identify recurring customer issues and operational gaps, investigate root causes, and partner with relevant teams to develop solutions that improve customer experience and support operations.
- Escalate significant issues, operational risks, and improvement recommendations to the Director of Customer Support with clear context and actionable insights.
- Work closely with Production to resolve issues involving manufacturability, order accuracy, job status, and other operational concerns.
- Maintain strong coordination between Customer Support and Production to promote efficient, timely, and effective issue resolution.
- Implement processes, tools, and workflows introduced by Customer Support leadership and ensure consistent adoption across the team.
- Reinforce training standards, identify skill gaps, and ensure support employees have the knowledge and resources required to perform effectively.
- Monitor customer support metrics and performance data to identify trends, opportunities, and areas requiring intervention.
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