Customer Service Manager
New
O
OperationsArmySaaS customer support
Remote (U.S. based only)Full-TimeManager
Salary not disclosed
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Job Details
- Experience
- 2+ years managing customer service or support teams
- Required Skills
- JiraSlack
Requirements
- Have 2+ years managing customer service or support teams.
- Bring experience scaling support operations in a remote-first environment.
- Use tools such as Slack, Intercom, Jira, Pylon, or similar.
- Take a data-driven approach to performance and customer satisfaction.
- Be located in the United States.
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 representative training processes.
- Lead weekly support team syncs and provide regular performance feedback.
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