Manager of Customer Support - Remote

Overview

The Manager of Customer Support is responsible for overseeing a customer-centric team, ensuring high levels of customer satisfaction while fostering a positive team culture.

In Short

• Lead and coach a customer support team to achieve goals.
• Manage recruitment, training, and performance evaluations.
• Implement customer service standards and resolve issues.
• Monitor support system health and staff availability.
• Analyze operational environments to identify areas for improvement.
• Enhance customer service quality through process evaluation.
• Provide technical resources and advice to team members.
• Act as an escalation point for high-severity customer issues.
• Participate in educational opportunities to update job knowledge.
• Fluent in English and Spanish, with strong communication skills.

Requirements

• 3+ years of experience managing technical support teams.
• Experience in a high-volume, customer-facing environment.
• Familiarity with SaaS platforms and customer support tools.
• Strong project management and people management skills.
• Excellent listening and presentation skills.
• Ability to build relationships with internal teams and customers.
• Technically curious with a knack for data automation.
• Proficiency in basic computer applications, including Excel.

Benefits

• Work in a supportive and collaborative environment.
• Opportunities for professional development and growth.
• Flexible work arrangements with a focus on work-life balance.
• Be part of a company that values creativity and innovation.
• Engage with a diverse customer base across various industries.