Customer Support Manager
New
M
MoeGoPet care SaaS
US RemoteFull-TimeManager
SalaryEstimated Base Salary $100K – $115K
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Job Details
- Experience
- 4+ years in customer support, with 2+ years leading a frontline team
- Required Skills
- SalesforceQuality AssuranceCustomer support
Requirements
- Have 4+ years of experience in customer support.
- Have 2+ years of experience leading a frontline team.
- Have experience with forecasting, scheduling, and coverage planning for a multi-shift team.
- Have experience running or improving a QA program.
- Be comfortable using support data to diagnose problems and make staffing decisions.
- Have strong written communication skills and the ability to work with technical and non-technical partners.
- Preferred: experience leading 24/7 or globally distributed support teams.
- Preferred: experience with AI-assisted support tools.
- Preferred: experience in SaaS, especially SMB or vertical SaaS.
- Preferred: familiarity with Intercom, Salesforce, or similar tools.
- Preferred: experience managing through high-growth periods or seasonal volume spikes.
Responsibilities
- Manage two Support Leads and, through them, the specialist team across shifts and time zones.
- Develop Support Leads' ownership of forecasting, QA, and automation, and partner with them on hiring, onboarding, and performance issues.
- Own demand forecasting, scheduling, shift coverage, and capacity plans for the 24/7 support operation.
- Monitor queue health and adjust staffing as volume changes, including during seasonal peaks.
- Run the QA program, including scoring rubrics, calibration, and coaching loops.
- Own CSAT, first response time, resolution time, and backlog metrics, and maintain support macros, workflows, and knowledge base content.
- Partner on AI resolution performance and identify opportunities to automate repetitive work.
- Manage bug and incident escalations with Engineering, and surface product feedback and contact drivers to Product.
- Coordinate customer handoffs and at-risk accounts with Implementation and Customer Success.
- Deliver weekly and monthly reporting on volume, performance, quality, and staffing, and flag operational risks with a recommended plan.
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