Customer Service Manager
New
O
OperationsArmySaaS customer support
Remote (U.S. based only)Full-TimeManager
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 2+ years managing customer service or support teams
- Required Skills
- JiraSaaSSlack
Requirements
- Have 2+ years of experience managing customer service or support teams.
- Bring experience scaling support operations in a remote-first environment.
- Have SaaS or startup experience; this is preferred.
- Demonstrate strong communication and coaching skills.
- Be proficient with Slack, Intercom, Jira, Pylon, or similar tools.
- Use a data-driven approach to performance and customer satisfaction.
Responsibilities
- Manage, coach, and support a distributed team of customer service representatives.
- Monitor ticket queues and team performance to ensure SLAs are met.
- Review escalations and guide resolution paths.
- Schedule and coordinate team coverage.
- Optimize support workflows, scripts, and automation tools.
- Identify recurring user issues and relay insights to product and engineering.
- Own and evolve the internal knowledge base and training processes for representatives.
- Lead weekly support staff syncs and provide regular performance feedback.
View Full Description & ApplyYou'll be redirected to the employer's site
