Customer Support Manager I

New

CherryFintech

Remote (US), 12:00 AM–9:00 AM ET, Monday–FridayFull-TimeManager

Salary$135,000 annual base salary; $20,000 annual target variable (bonus) compensation, for $155,000 total annual On Target Earnings

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Job Details

Experience: 1+ years of experience in customer support, customer service, or customer experience operations; 1+ years of experience directly managing a team of Customer Support Specialists or equivalent frontline employees.
Required Skills: Quality AssuranceTeam management

Have 1+ years of experience in customer support, customer service, or customer experience operations.
Have 1+ years of direct experience managing Customer Support Specialists or equivalent frontline employees.
Bring experience managing a team of 8 or more preferred.
Demonstrate a track record of meeting or exceeding customer support performance goals.
Show ability to identify, hire, onboard, and develop customer support talent.
Have experience coaching and improving individual and team performance through feedback, accountability, and development.
Use customer support data and KPIs, including CSAT, quality assurance, productivity, and service levels, to drive improvements.
Have experience owning projects or operational initiatives from identification through execution and measurement.
Demonstrate ability to improve customer experiences, resolve complex escalations, and improve operational efficiency.
Have working knowledge of customer support processes, quality standards, compliance requirements, and operational controls.
Hold a high school diploma or GED.
Be available to work 12:00 AM–9:00 AM ET, Monday–Friday, and flexibly support evenings, weekends, and holidays based on business needs.

Lead 8–10 Overnight Customer Support Specialists and own team performance, customer satisfaction, productivity, quality, and operational results.
Identify, hire, onboard, and develop Customer Support Specialists.
Coach team members through 1:1s, performance management, recognition, feedback, and accountability.
Use performance trends, customer feedback, and frontline insights to identify root causes and guide decisions.
Develop and execute strategies to improve customer satisfaction, service quality, productivity, and resolution rates.
Own operational initiatives from opportunity identification through implementation and measurement.
Ensure customer interactions and support activities follow company policies, procedures, and applicable regulatory requirements.
Resolve problems proactively and take accountability for team and customer experience outcomes.

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