Customer Support Manager - Remote

Overview

The Customer Support Manager at Record360 leads a high-performing support team, ensuring exceptional customer experiences and operational excellence.

In Short

• Lead and develop a Customer Support team.
• Manage day-to-day support operations.
• Resolve complex customer issues.
• Improve support workflows and operational processes.
• Own reporting and analytics for the Support function.
• Collaborate with cross-functional teams.
• Identify operational bottlenecks for improvement.
• Maintain high standards of customer communication.
• Support customers across multiple time zones.
• Work in a 100% remote environment.

Requirements

• 5+ years in Customer Support or Technical Support.
• 2 years of experience managing a team.
• Strong technical aptitude and troubleshooting skills.
• Advanced experience with Zendesk or similar platforms.
• Ability to manage support operations and maintain quality.
• Excellent analytical and problem-solving skills.
• Strong communication skills.
• Experience collaborating with Product, Engineering, and Sales teams.
• Experience supporting customers globally is a plus.

Benefits

• Base Salary + Benefits (Medical/Dental/Vision).
• Unlimited PTO.
• 100% 401(k) Matching (Up to 4%).
• 100% Remote Work Environment.
• Some travel required.