Customer Support Manager - Remote

Overview

We’re seeking a proactive and people-driven Customer Support Manager to lead our growing support team. In this critical role, you’ll oversee day-to-day operations, manage performance, drive team development, and champion a high-performance, customer-first culture. This is a hands-on leadership position where you’ll spend the majority of your time working directly with supervisors and agents to ensure exceptional customer experiences.

In Short

• Monitor and evaluate individual and team performance.
• Identify underperformance and implement coaching or training.
• Ensure accurate data entry into CRM systems.
• Create custom reports and dashboards aligned with business needs.
• Develop training programs and materials for team members.
• Manage employee workload and maintain team morale.
• Lead hiring, onboarding, and retention of talent.
• Conduct annual salary reviews and performance assessments.
• Promote a culture of continuous improvement.
• Foster employee engagement through events and regular check-ins.

Requirements

• Proven experience in a customer support leadership role.
• Strong interpersonal and team management skills.
• Data-savvy with experience in CRM systems.
• Excellent communication and problem-solving abilities.
• Passion for employee development and customer satisfaction.
• A hands-on leader in a dynamic environment.

Benefits

• Competitive salary and performance incentives.
• Opportunities for professional development.
• Supportive team environment.
• Flexible working hours.
• Health and wellness programs.