Customer Support Manager - Remote

Overview

The Customer Support Manager will lead and manage the customer service function, ensuring high-quality support experiences for clients and partners in a fully remote setting.

In Short

• Lead customer service function to deliver high-quality support.
• Develop and implement customer service policies and standards.
• Monitor and analyze customer service metrics for improvement.
• Handle escalated customer issues professionally.
• Collaborate with cross-functional teams to enhance platform experience.
• Build feedback loops between customer support and product development.
• Work with ticketing systems to enhance support efficiency.
• Define and drive adoption of customer service KPIs.
• Support implementation of new tools for customer support.
• Stay informed on industry trends in InsurTech.

Requirements

• 6+ years in customer service for tech or SaaS, 2+ years in management.
• Strong understanding of customer service practices.
• Experience in insurance or InsurTech is advantageous.
• Track record of scaling customer service operations.
• Proficiency with customer support platforms and CRM systems.
• Exceptional problem-solving skills.
• Strong communication and interpersonal skills.
• Data-driven mindset for interpreting support metrics.
• Fluent in English; additional languages are a plus.

Benefits

• Fully remote work environment.
• Flexible leave options.
• International work environment.
• Competitive remuneration package.
• Performance bonuses available.
• Stock options after 6 months.
• Company activities and events.
• Learning and development plans.
• Remote work allowance.