Customer Support Manager - Remote

Overview

The Customer Support Manager is responsible for overseeing customer support operations, people leadership, quality assurance, and CRM ownership across ConsumerDirect.

In Short

• Manage, coach, and develop Customer Support Leads.
• Oversee performance management, PTO approvals, and evaluations.
• Own and manage the QA program across customer support channels.
• Serve as primary CRM owner (including HubSpot).
• Create and maintain SOPs for CRM processes and training.
• Oversee onboarding and ongoing training materials.
• Partner with internal teams on CRM and support operations.
• Analyze KPIs, QA results, and CRM data.
• Ensure documentation is standardized and accessible.
• Willingness to travel quarterly to California office.

Requirements

• 4+ years of experience in customer support or customer service operations.
• Proven experience managing support teams or team leads.
• Demonstrated ownership of a Quality Assurance (QA) program.
• Strong communication, organizational, and problem-solving skills.
• Comfortable working in a fast-paced, scaling environment.
• Experience supporting multiple customer channels (phone, email, chat, tickets).

Benefits

• Hybrid work environment with a combination of remote work and in-office presence.
• Quarterly travel to California office and occasional travel to nearshore BPO partners.
• Regular collaboration with cross-functional teams.